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Service standards

We are committed to improving your experience when accessing our services and we aim to:

  • give you a quality response at first point of contact whenever possible
  • answer your phone calls within 25 seconds
  • acknowledge emails and letters within five working days, giving you a full response within 10 working days. Our response will include the name and contact details of the member of staff who will deal with your enquiry
  • ensure we meet your needs by listening to you, treating you fairly with respect at all times
  • provide reception services that are accessible, easy to use and clearly signposted
  • have staff available to deal with enquiries between 8:30am and 5:00pm Monday to Friday, with out-of-hours service available for emergency enquiries
  • identify ourselves to you and wear a name badge
  • visit you at home by appointment if you ask us to. We will show you ID and treat your home with respect
  • if we are visiting you at home, we will let you know when we will visit, where possible and let you know if we are unable to make the appointment
  • use plain English in our publications and letters. Our correspondence and leaflets can be translated into other languages
  • admit mistakes and put things right if they go wrong
  • consult with you regularly - your views and opinions are important to us
  • provide relevant information on our website

You can help us by:

  • keeping us informed if your personal circumstances change
  • letting us know if you are unable to make an appointment
  • letting us know how we can improve our services by giving us feedback
  • getting involved by joining a focus group or panel, or by becoming a mystery shopper of our services