Every time you contact us we want it to be a good experience. Our customer service standards tell you more about the range of services we offer and the standards you can expect us to achieve. We’ll measure how well we’re doing by asking customers whether they’d recommend us to their friends and family.
When you contact us:
We respond promptly
We greet you and tell you our name
We personally take responsibility for resolving your enquiry
We use plain language that is free from jargon
If we can’t provide a full response immediately we’ll explain why and let you know how long it will take
If you want to give us feedback on our services, good or bad, we’d love to hear from you. We welcome all feedback: it’s one of the ways we improve our services.
We’re always happy to hear that we’ve done something well. We appreciate compliments about our service and the opportunity to share these with colleagues.
And, if you’ve had a bad experience, we’re glad of the chance to put things right. We will listen to what you say, and our objective is to look for ways to put things right.
We want our customers to rate our services as excellent. We will achieve this by consistently doing the right things, right first time, at the time we say.
We want to make it as easy as possible for customers to contact us and get things done. Whenever you contact us we want you to feel that we’ve listened and understood you. If we can’t do something we’ll tell you why.