This is the typed version of our Customer Charter. For the actual leaflet please see the pdf file
WE WILL:-
Staff behaviour
- Put you at the heart of everything we do
- Be friendly, approachable and professional
- Listen carefully and respect confidentiality
- Apologise if we get it wrong and put it right
Service Provision
- Be committed to providing a high quality service
- Continuously improve our service
- Strive to offer value for money
- Consult you and take your suggestions and views into account
- Use all comments, compliments and complaints to improve our services
- Provide detailed information on our website
- Ensure that our information is well presented and up to date
Equal access
- Continue to improve access to all our premises
- Treat you fairly, irrespective of age, sex, religion, race, cultural beliefs or disability
- Use plain English and avoid jargon
Seeing you in person
- Ensure our opening hours are displayed clearly
- Ensure you are seen on arrival
- Ensure our waiting areas are comfortable and tidy
- Be punctual for meetings and appointments
- Provide private interview facilities when necessary
By letter/email
- Acknowledge e-mail enquiries within one working day
- Respond to all communications within ten working days
By phone
- Answer within 20 seconds
- Greet you and identify ourselves by name
HOW YOU CAN HELP US:-
- Keep us informed of any changes in your circumstances that may affect the services we provide for you.
- Let us know what you think about the service you receive from us so we can keep on improving for the future.
- If you feel that a service has performed well, or if a member of staff has been particularly helpful, please let us know. It is always nice to receive a compliment, and it is useful for the team managers to know that their team and staff are performing well.
HOW DID WE DO?
Your feedback is important to us and we are committed to using it to improve our services.
You can tell us what you thought of the service you received by telephone, in person, and on every page of our website using our automated survey.
It only takes a few seconds, so please let us know.
Please ask a member of staff for details.
