Our service standards
The standards you can expect from us when you use our service.
We can provide any information you ask for in an alternative format (e.g. Braille, audio).
When you phone we will:
- answer your call within 30 seconds
- introduce ourselves
- deal efficiently with your query, or put you through to the right person straight away
- ring you back if you ask us to (e.g. when you're calling on a mobile phone)
- arrange for a call back within one working day if we cannot resolve your call straight away.
When we phone you
- introduce ourselves
- explain why we are calling
- use a password if you have asked us to do so.
When you email or write we will:
- answer within ten working days. We will usually respond to emails in a couple of days
- respond within three working days if your letter is a complaint
- use plain language, and no jargon
- tell you what we are going to do with your query or request
- include full details of who has written the letter or email, and who to contact.
When you want to speak to someone in person we will:
- arrange an appointment at a convenient time for you - either at your home or in a local office
- be polite, dressed smartly and wearing a name badge
- arrange for a signer, a translator, or interpreter if you need one
- respect the privacy of your home if the meeting is there.
We work in an environment of mutual respect between staff and customers. We don't accept any offensive, threatening or abusive behaviour.
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