We want to deliver services that should meet, if not exceed, your expectations.

We promise we will:

  • Treat you fairly, with respect and consideration
  • Be polite, helpful, open and honest in our communications
  • Listen to you and respond positively to what you are telling us
  • Respect your confidentiality where possible
  • Do what we say we are going to do
  • Deliver good quality, affordable services
  • Organise our services around your needs, when and where you want them
  • Make sure you can access information, advice and services easily
  • Provide you with easy-to-understand, and up-to-date information about our services
  • Try wherever possible to answer your enquiry at the first point of contact
  • Take action promptly to answer your enquiry or resolve your complaint
  • Communicate clearly without using confusing jargon and acronyms.

When you telephone us we promise to:

  • Answer your call within 20 seconds of the first ring
  • Answer your call in person. If this is not possible you will always be able to leave a message for someone to return your call
  • Tell you the name of the service area and who you are speaking to
  • Provide you with the right contact details
  • Return your phone calls within 1 working day

When you visit our website we promise to:

  • Make it and our other online facilities easy for you to use
  • Provide contact numbers for the service you require
  • Make sure the information is accurate, easy to find and up to date.

When you write to us we promise to:

  • Acknowledge receipt by writing to you within 10 days
  • If your enquiry needs further investigation due to its complexity, our letter will clearly state the timescale outlining when a full response can be expected (this should normally be within 20 working days)
  • Tell you in our letter who is dealing with your enquiry
  • Provide you with contact details and an enquiry number should you need further advice.

Complaints, comments and compliments

We want to hear from you if you have a complaint, or wish to make a comment or compliment.

We promise to:
  • Acknowledge your feedback within 3 working days
  • Try to resolve complaints informally and as soon as possible
  • Help you by taking your complaint details over the telephone if you want to
  • Provide a full and final written response to you within 20 working days, or another timescale which we will have agreed with you.