Customer Care Statement
We are committed to delivering secure, high quality services, courteously, fairly and responsively by well-informed providers who take pride in what they do.
Our services are delivered by our own employees and also by contractors. Our staff are our most valuable and important resource, and we recognize that we must continuously invest in them and ensure that they are appropriately trained at a time of rapid change.
Sections within Estate Management may have different practical considerations that guide their actions but you should expect all to meet our corporate standards.
Estate Management (EM) recognises the importance of its customers' needs and aims to provide a high level of customer care at all times.
We undertake to:
- meet the needs of all our service users
- value all comments and suggestions for improving our services
- always treat customers comments in confidence
- respond to comments promptly and fairly.
We are continually looking for ways to improve our services and welcome any recommendations or commendations you wish to make. These can be submitted by email to this address: EMfeedback@admin.cam.ac.uk
We also recognise that sometimes things go wrong. You may not be happy with how an EM service has been delivered, in which case we need to hear from you. To guide you through this process our complaints procedure is set out below:
- Please speak (or write) to either the member of staff who delivered the service or his/her line manager. You should, ideally, do this within 28 days of the event that caused your dissatisfaction. They will seek to reach an amicable resolution with you in a spirit of co-operation and collaboration. This will normally be within five working days, or otherwise a timescale that is acceptable to you.
- If such a resolution is not possible and you feel the complaint has not been resolved to your satisfaction then please send an email to EMfeedback@admin.cam.ac.uk with full details of your complaint.
- We will endeavour to acknowledge your complaint within 3 working days.
- A senior member of staff will then investigate your complaint, with further reference to you, and prepare a written report within 28 days.
- The Head of Business Services and the Director of Estate Management will consider the report and write to inform you of their conclusions and any proposed course of action. Of course, if you believe that your complaint has not been dealt with in a satisfactory manner then you have the right to put your concerns directly to the University's Registrary.