Customer service standards

We are committed to providing excellent customer focused service.

When you write to us or email us we will:

• Reply with a meaningful response within seven working days or, where this is not possible, we will reply with an anticipated date when a full response will be given
• Use plain English

We will always:

• Provide a professional standard of service however you wish to contact us
• Respect and treat all our customers fairly and equally
• Carry official identification if we visit you and wear our uniform and name badges if appropriate
• Display opening hours and contact details in all our offices

When you call us we will:

• Aim to answer within three rings
• Resolve your query or pass it on to another member of staff who will respond to you within two working days
• Provide an alternative method of contacting the relevant person if appropriate

When you visit us we will:

• Provide a welcoming environment for you
• Be polite and professional
• Attend to you as soon as possible
• Provide a private room if appropriate

We will also:

• provide an easy to use complaints procedure – see our complaints, comments and feedback page.
• Collect and use your feedback to improve our services
• Publish annually how we are doing against our targets

In return, please be courteous and respectful so we can reach these standards and give you the information you need.