Customer Charter: our promises to you
When you visit us we will ensure that:
- You are greeted politely within 2 minute of your arrival and we will deal with your detailed enquiry within 15 minutes
- Our staff wear a uniform and a name badge so that they can easily be identified
- All areas are clearly signposted, well maintained, clean and tidy, with clearly displayed opening hours and a range of relevant leaflets and information on display
- All areas are accessible by all customers including wheelchair users and customers with prams and buggies
- We will be polite, professional and courteous
- We will provide access to an interpretation service if English is not your first language
- We will communicate with you in plain English using terms that are clear and easy to understand
- We will provide facilities for customers with hearing difficulties and leaflets and information in large print, Braille and tapes on request. We will also make arrangements for a Signer on request
- We provide a private interview room if you need to discuss a sensitive or confidential issue
- We provide feedback on a regular basis to customers on service improvements which we have made
When you phone us we will:
- Tell you our name
- Deal with your enquiry at the first point of contact
- Answer all telephone calls quickly and politely, and answer 70% of customer phone calls within 30 seconds
- Provide access to an interpretation service if English is not your first language
- Communicate with you in plain English using terms that are clear and easy to understand
- If we need to contact you again, we will arrange a suitable time with you
- Provide feedback on a regular basis to customers on service improvements which we have made
When you write to us we will:
- Reply in writing to your letters within 10 working days of receipt
- Reply in writing to your fax within 10 working days of receipt
- Acknowledge and respond to emails within ten working days of receipt
This page was last updated on 3 October 2009
