Our policies and standards
When you write, email or text us
- Aim to answer calls within 10 minuites.
- Make sure our staff greet you, provide their names and listen to your enquiry.
- Make sure our staff are trained to answer as many enquiries as possible straightaway.
- Make sure that when we can’t resolve your query straightaway you are informed how and when we will respond and keep you informed of progress.
- Ring all customers who request or need a call back within five working days.
- Make sure that when we are closed, you have access to an out of hours emergency service.
When you visit one of our offices we will:
- Ensure all our offices are accessible and clearly display their opening times.
- Always offer interviews in private.
- Not keep you waiting more than five minutes at reception.
- Make an appointment for you to see a member of staff if they are not available when you visit.
When you write, email or text us we will:
- Acknowledge receipt and provide a response within five working days
- Make sure that if we can't resolve your query straight away you are informed how and when we will be back in touch and keep you informed of progress.