Customer charter: our promises to you

When you visit us we will ensure that:

• You are greeted politely within two 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
• 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 ten working days of receipt
• Reply in writing to your fax within ten working days of receipt
• Acknowledge and respond to emails within ten working days of receipt