Customer services

we train and develop our staff to provide excellent service
core opening times for our main offices are between 8:30am–6pm Monday to Friday.

We will:

provide reception areas that are welcoming, comfortable, clean and tidy
treat you with courtesy and respect
give you our names and wear identity badges
be polite and give you accurate information.
make sure that if you have an appointment you are seen at your appointment time
make sure that if you have not made an appointment you will be seen within 10 minutes
have a private room available if you require one.

We will:

answer 85% of telephone calls within five rings or 20 seconds
take responsibility for the telephone call and follow up if we are unable to deal with your enquiry straight away
return your telephone call within one working day if you have to leave a message
aim to resolve at least 80% of enquires without passing you to another member of staff.

We will:

respond to your written or email enquiry within 10 working days, or we will contact you to let you know when it will be resolved
keep you informed of progress if we cannot resolve your written enquiry within 10 working days.

We will:

arrange for an interpretation service if you require it and translate documents where it is reasonable to do so
provide documents in an alternative format where this will meet your needs and it is reasonable to do so
ensure that up to date information about us is made available within our offices and on the website
send you a resident magazine at least twice a year
provide information on other organisations who may be able to help you and how you can contact them
take into account your circumstances and be sensitive to your needs when we visit you at home, and always identify ourselves.

Find out about the events, activities and meetings we’re running at the moment. More...

Can’t find what you’re looking for? Let us know what you think of our website and post any ideas and suggestions on our online forum.