When you write, email or text us

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.

Our service standards

Your responsibilities 

We believe that the only way to deliver great services is by listening to what you tell us and then acting on it.

So if we don’t meet our standards please let us know and give us the chance to put it right. It may also help us identify where we can improve the service for everyone.

If someone is speaking to us on your behalf, please ensure they have your permission and that we know beforehand that you have given it. It would also help us if you have as much information as possible to hand when you contact us.
 

Our responsibilities

We will:

  • Treat all customers fairly and with respect.
  • Make sure all our employees and representatives are polite and well trained to do their job effectively.
  • Make sure that any information we provide is clear, in plain language and offered in different formats.
  • Offer a written and spoken translation service.
  • Always respond positively to your right to see personal information we hold about you.
  • Make appointments to visit you in your home that are convenient to you.
  • Contact you the day before if we need to change an appointment.
  • Make sure that all our employees or representatives tell you their name and have an identity badge when they visit you.
  • Leave a card saying we have called, giving details of how you can contact us if you are not at home.
  • When we leave a message for a customer we will always speak clearly, leave our full name and contact details and repeat the number customers need to call back.

When you telephone us

If you telephone us we will:

  • Aim to answer calls within 10 minutes. 
  • 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

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.