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.