Customer Service

Welcome to the Richmond Redevelopment and Housing Authority's Customer Service website. Customer satisfaction is a high priority and we'd like to hear from you.

OUR MOTTO

"We take pride in the service we provide!"

OUR CUSTOMER SERVICE PHILOSOPHY

We pledge to build a customer focused relationship that is based on trust, understanding, integrity and harmony among our customers, residents, and employees. Because we care, we will take the responsibility to go the extra mile, gain your confidence, and fulfill your expectations.

WE BELIEVE CUSTOMERS DESERVE

Respect
Quality Service
Timely Response
Results

Richmond Redevelopment and Housing Authority's Customer Service Line

Our goal is to provide an initial acknowledgment response to all concerns within 3 business days. Concerns are tracked for appropriate action or response and are monitored until resolved.


How to file a concern, complaint or compliment

Concerns, complaints or compliments may be made:

• By telephone to the Customer Service Voicemail Box at (804) 780-4027
• By mail to:
  Richmond Redevelopment and Housing Authority
  Communications Department
  c/o Customer Relations
  P.O. Box 26887, Richmond, Virginia 23261-6887
• By internet email at customer-service@rrha.com
• To the supervisor of the department affected by the concern

What is a complaint?

Any written or spoken expression of dissatisfaction with the service provided by an employee of Richmond Redevelopment and Housing Authority and persons acting on behalf of RRHA.


Who investigates each complaint?

Concerns are entered into a database and maintained by Customer Relations in the Communications Department. Each concern will be referred to the proper department for investigation.

Each complaint is investigated thoroughly and citizens should be contacted initially after reporting the concern within 3 working days. Concerns may take up to 10 days or more to be resolved depending on the circumstances. Contact will be maintained with the citizen throughout the investigation period. Once the investigation has been completed the citizen will be notified of the outcome.


Quality Assurance

Citizens' concerns received are reviewed regularly by the Executive Director for the purpose of analyzing the effectiveness of RRHA programs and services and to determine the need for policy or procedural changes.


Compliments are Welcome
We also track good things we are doing for customers. We encourage you to let us know when you are pleased with RRHA services or the good performance of RRHA employees.

We appreciate the opportunity to serve you and don't hesitate to let us know how we can serve you better.


Confidentiality Statement
Your privacy is important to us. Be assured that any personal or confidential information received from you will not shared with anyone outside RRHA. We will only use the information to respond to your requests.

The Richmond Redevelopment and Housing Authority (RRHA) takes Freedom of Information Act (FOIA) requests very seriously. To ensure that we receive your requests, please submit all FOIA requests in writing to: Deborah Hamlin, Records Officer Richmond Redevelopment and Housing Authority 901 Chamberlayne Parkway Richmond, Virginia 23220 with a copy to: George Keith Martin, General Counsel, McGuireWoods LLP One James Center 901 East Cary Street Richmond, Virginia 23219 Since electronic communication is not always reliable, RRHA respectfully requests that you not send FOIA requests via this website. This is particularly important since responses to FOIA requests are due within five (5) business days and RRHA does not check this site daily. If you have any questions whatsoever regarding this matter, please contact the RRHA Finance and Administration Department at (804) 780-4061.

If you have any questions regarding this process, please call or write Mrs. Hill-Christian or Mr. Martin at 804-780-4200.