Customer Care Service Standards
A summary of our service standards
• Significant signage is provided in Braille and in size and colour combinations that are suitable for those with visual impairment.
• Hearing Loops are available at all our offices.
• Customers shouldn’t have to wait longer than 10 minutes before being seen by a member of staff.
• We aim to answer calls within 5 rings.
• We aim to respond to letters or e-mails within 5 working days of receipt.
• All staff carry official identity badges.
• We aim to respond to a request to see a relevant officer within two working days.
• We’ll leave a card if the customer isn’t at home when we make a home visit.
• Our letters and e-mails will be clear, concise and courteous using plain English.
• We treat all our customers with respect, consideration and courtesy. |