We are committed to providing a consistently excellent standard of service by putting our customers at the centre of everything we do.

Our Customer Access and Experience Strategy sets out how we plan to improve customer experience whenever you access our services.

Our charter sets out our commitment to you.

Customer standards

In all our interactions with you we will aim to:

  • Respond as promptly as we can
  • Treat you fairly and respect your rights
  • Use plain English
  • Explain the reasons for our decisions
  • Keep you updated of any changes to services
  • Be polite and professional
  • Take any access needs into consideration.

We aim to provide you with a choice of contact methods so that you can access services in the way that is convenient for you.

When you use our website:

  • It will be available 24/7
  • The information and guidance will be kept up to date
  • It will comply with accessibility standards wherever possible.

If you visit us in person:

  • We will see you as soon as we can
  • We will try to deal with your query without passing you on to someone else (first point resolution)
  • If this is not possible, we will explain why you are being passed on and to whom.

If you call:

  • We will answer as soon as we can
  • We will try to deal with your query without passing you on to someone else (first point resolution)
  • If we must transfer you, we will tell you who you are being transferred to.

If you email or write:

  • We aim to respond to your query within ten working days. If this is not possible, we will write to tell you why and to let you know how long we expect it will take to respond fully
  • Our response will always include the name of the person dealing with the enquiry and how you can contact them.

If we visit you in your home:

  • We will provide you with the name and contact details of the person visiting you in advance, unless it is inappropriate to do so
  • We will agree an appointment time with you and keep you informed if a delay occurs
  • We will present ID cards, displaying names and a photograph upon arrival, giving you the opportunity to check our identity.

If you complain:

  • We will investigate the issues you have raised, and take your feedback seriously
  • We aim to reply with our findings within 10 working days. Sometimes, a complicated complaint may take longer, and we will discuss a revised target date with you
  • Find out more about our complaints procedure.

If you have a particular requirement, or need support in accessing our services, we will do all that we can to ensure you receive this.

What you can do to help us

  • Use online methods as much as possible
  • Recognise that we don't have enough resources to meet every need
  • Provide us with the information we need to help you
  • Ask us to explain anything you are not sure of
  • Keep any appointments that you have with us, and notify us if you are unable to attend
  • Treat us politely and with respect; aggressive behaviour or inappropriate language will not be tolerated.