Our Customer Promise
We are dedicated to consistently delivering excellent service by placing our customers at the centre of everything we do. Our goal is to provide services that we can take pride in and that positively impact people’s lives. We prioritise excellent customer service and continuously seek ways to enhance our processes.
We promise to be open and honest. We will:
- listen to understand your needs
- be helpful, fair and respectful
- be clear about our decisions
- maintain your confidentiality, privacy and safety
- keep your personal data secure
We promise to make things easy and accessible. We will:
- communicate clearly in a way that suits your specific needs
- provide alternative methods of communication where appropriate
- ensure all our services are accessible
- offer 24/7 digital self-serve access to our services
- ensure our facilities meet all relevant legislative requirements
- continue to recognise that some individuals require special support, and we will maintain non-digital ways for our most vulnerable customers who need additional help to contact us
We promise to make it happen. We will:
- be clear about next steps so you know what to expect
- aim to resolve your query at the first point of contact
- do what we say and on time as per our service standards
- keep you updated and notify you of any delay
- be on time for appointments
We promise to make things better. We will:
- use customer feedback to learn and improve
- continue to develop our self-serve processes
- make sure our staff have the skills and tools to deliver our services
- apologise and put things right if we make a mistake
Help us to help you. We ask that you:
- use our digital services to contact us wherever possible
- treat our staff with courtesy and respect
- provide the correct documentation and information to assist us
- be on time for appointments
- inform us if you have translation or accessibility needs
Our Service Standards
We are committed to giving you excellent customer service whenever and however you choose to contact us.
- When you phone us and we need to pass your query on, we will respond to you within 3 working days
- When you contact us via an online form, we will respond to you within 3 working days
- When you visit us and we need to pass your query on, we will respond to you within 3 working days
- When you require an appointment with a specific officer, we will arrange this within 5 working days
- When you email us, we will respond to you within 10 working days
- When you write to us, we will respond to you within 10 working days
Please note that these service standards apply to general contact. Alternative or statutory timescales will apply to some services, and in these cases, you will be notified accordingly.