Customer Care Excellence
If you write to us or send us an email we will:
Reply in full within 5 working days.
If we cannot provide a full response to your query we will let you know who is dealing with your letter/ email and when you can expect a reply.
If you telephone us we will:
Answer your call within 10 rings.
Answer the phone giving our name and department.
If the person you need to speak is unavailable, we will take a message and tell you when you should be called back, this should be by the next working day.
If you visit us:
Our reception area will be clean and tidy with relevant information available.
When you visit our offices you will be seen within 5 minutes of your arrival.
Appointments are available and will be arranged at a mutually convenient time.
Our offices are accessible for disabled people and if you have any particular requirements we will offer additional assistance.
We will provide translation and interpretation services for those whose first language is not English.
We will offer private interviews on request.
If we visit your home:
If you request a home visit we will arrange to see you within 5 working days.
When we visit we will show photographic identification and behave professionally at all times.
We will contact you if we are unable to keep an appointment as soon as we can and re-arrange it at a time convenient to you.
We will call you if we are running late and let you know how long we will be.
We will ensure contractors acting on our behalf follow our customer service standards.