Charter for our customers

Our promise to you

We aim to provide high quality services for all our customers. We provide a wide range of services and will aim to deliver and develop, services to meet our customers needs.

This customer charter sets out the standards customer service you can expect from us.

We will:

• always treat you fairly and with respect
• always offer a friendly, polite and helpful service
• see you promptly when you visit our offices
• answer your letters and phone calls promptly
• listen to you and be sensitive to your needs
• do our best to help you and let you know how quickly we can act
• provide easy to understand, useful, accurate information
• keep you informed about the services we provide
• deal with your comments and complaints positively and quickly
• respect your confidentiality make sure our staff have the skills they need to do their jobs properly and considerately
• listen to and consult you as our customers and be prepared to change our policies whenever possible.

Our staff and official contractors will:

• behave professionally and politely at all times
• be smart and presentable
• identify themselves or wear a name badge
• show you official identification when visiting your home.

Our offices, receptions and One Stop Shops:

• will be as convenient, accessible and welcoming as possible
• tidy, clean and safe
• have relevant information available and wherever possible on display.

When we visit you:

• we will aim to keep appointments but if the visit is going to be delayed or cancelled, we will let you know as soon as we can
• ensure that you and your home are treated with respect
• let you know what follow up action will be taken
• clearly explain the reason for the visit.

When you visit:

• our staff will see you within 10 minutes of you arriving and deal with your enquiry as quickly as possible
• offer appointments to see someone at a time convenient to you wherever possible.
• we will advise you of your right to a private interview.
• if you cannot visit our offices, we will make other arrangements to see you.

When you phone:

• we will answer the phone quickly and give a name and service

when we answer

• if the person you need to speak to is not available, we will offer to help, take a message or arrange to ring you back.
• if an answering service is used, we will tell you who you are calling, whether there is another person you can speak to, give you an option to leave a message and tell you when to expect a response.
• if we have to transfer your call, we will tell you why, who you will be transferred to and ensure that we pass on the details of your enquiry.

When you write or email us:

• we will reply to your letters within 10 working days wherever possible.
• we will acknowledge emails sent to our general email address within 2 working days.
• if we cannot give you a full reply we will let you know when a reply can be expected.
• give a contact name or telephone number
• use language that is easy to read and understand
• wherever possible, make our correspondence available in other formats if required, e.g.Braille, large print, audio cassette
• wherever possible give advice on how to access a translation service if required.