Customer Charter

This charter outlines the standards and behaviours you can expect from us and what we expect from you. Our customers are the focus of everything we do and the way in which we work. We aim to provide high-quality information and advice no matter how you choose to contact us.

We will...

• Strive to answer your enquiry at the first point of contact whenever possible and help you track its progress.
• Offer a variety of ways to access our services, including a quicker and easier online experience.
• Aim to find a satisfactory solution and have a 'can-do' attitude within available resources.
• Be reliable, open, and polite, treating you with respect and courtesy.
• Listen to you and respond clearly and concisely.
• Apologise and respond to your complaints if things go wrong and do our best to put things right.

We'll ask you to...

• Access, where available, our services online as much as possible.
• Recognise that we don't have enough resources to meet every need.
• Provide us with the information we need to help you in a timely manner.
• Ask us to explain anything you are not sure of.
• Keep any appointments that you have with us and notify us if you are unable to attend.

We will be respectful by... 

• Attentively listening to you and understanding your needs.
• Upholding your rights to privacy and confidentiality.
• Interacting with you in a polite, helpful, open, and honest manner.
• Ensuring fair and respectful treatment for everyone, with a strong focus on equality and diversity.
• Clearly explaining our decisions and outcomes.
• Ensuring our information is in a format that can be easily accessed and understood.

To assist us, we kindly ask you to...

• Communicate clearly what you need and how we may help.
• Treat us politely and with respect.
• Refrain from using aggressive behaviour or inappropriate language, as it will not be tolerated.

How we will do this...

• We will do this by improving the way we interact with you, through using the 4-pillar model of change. Following this model and identifying key performance indicators and outcomes we will strive to deliver our customer charter.