Our customer care charter sets out the standards of
service you can expect from us.
We want to provide you with the best possible service in an
understanding 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 contact 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
You can download our
what you can expect from us
leaflet (pdf, Nov 11, 116KB) for more information.
For more information contact our
customer
services officer.
