Our customer promise

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.