Our Customer Care Charter sets out the standards of
service you should expect from us.
We want to provide you with the best possible service in a caring
and efficient way.
Courtesy and consideration
- We will be welcoming, polite, courteous and helpful
- We will listen in order to understand and respond to your
needs
- We will respect your right to privacy, confidentiality and
safety
Access
- We will make sure that signs are easy to follow and that you
can find us
- Our opening times will be clearly displayed and will be adhered
to
- We will strive to make our services as accessible as
possible
Efficiency
- We will ensure that the most appropriate officer is dealing
with your enquiry
- We aim to keep to our appointments, and will let you know if we
can't
- We aim to respond to your written and emailed enquiries within
10 working days - if we can't we will write to you and tell
you why
- When you contact us by telephone we will try to answer within
15 seconds
- We will provide an efficient and reliable service
Communication
- We will use clear language and not jargon
- We will tell you who you are speaking to
- We will strive to make our services as easy to use as
possible
Helping us to help you
- Let us know when we have done something well
- Treat us with courtesy and politeness as we are here to help
you
- Make suggestions if you think there are ways we could improve
our services