Our promise to you will be:
Always deal with you politely and respectfully
Respond to you promptly without jargon and in plain English
Provide clear information and advice about our services on our website
Explain our decisions and the reasons for them
Admit when things go wrong and do our best to put them right
Be honest and realistic, only making promises we can deliver, making the best use of the resources we have
Listen to your views on our services to help us improve and make changes to them; you can use our comments, compliments and complaints form to give us this feedback.
We ask you to:
Tell us as soon as possible when things go wrong
Let us know in good time if you can’t make an appointment with us.
Treat us politely and with respect too as we will not tolerate abusive language or threatening behaviour towards us or other people using our services
Use our online services first, if you are able to let us know if you have received an outstanding service.
Customer Service Standards
When you visit our website, we will:
Make it easy for you to report issues, apply for services online and find the information you need
Ensure we continue to provide alternative access routes to our services other than online for those citizens who are digitally-excluded and vulnerable.
In the future we will also:
Provide you with the ability to create your own personal account in order to access our services online
If you email or contact us online, we will:
Respond to you within 5 working days; you will either receive a full response to your enquiry, or you be given details of who is dealing with the matter and how long they will need to respond fully.
If you contact us by telephone we will:
Aim to answer 100% of all calls
We promise to call you back, we will call you when we say we will
If you make an appointment to visit you, where possible, we will:
Agree a date and time with you
Confirm the appointment, normally by email or text message
Send you a reminder about the appointment by email or text message beforehand where we can
See you within your appointed time, or if there is a delay, we will explain why and keep you informed
Tell you as soon as possible if we are delayed, or have to postpone or cancel our visit.
We believe that all customers should receive a good standard of customer service. If we fallbelow your expectations in any way please let us know here.