We aim to provide high quality, value for money services that are easy to use.
Our Customer Charter outlines how we can work together to help deliver these.
We will:
- listen and seek to understand your needs in order to deliver an effective response
- aim to get things right first time, and learn lessons when we don't
- be innovative and focus on finding constructive solutions
- make our services easy for you to use, and information quick to find on our website
- treat you with respect, deal with you in a professional manner and explain our decisions
- acknowledge your contact within 24 hours, and provide a full response within five days*
- deal with your enquiry promptly or explain the reason for any delay
- use your preferred type of contact and ensure all written correspondence is in plain English
- tell you how well we are performing and explain what we are doing when improvement is needed
* When our systems can generate an automatic acknowledgement. Postal correspondence has a target of ten days. Where a full response is not possible within the time period, we will contact you within this period and advised of expected timescales.
We need you to:
- give us constructive feedback about our services
- understand that we will not always be able to give you the response you would like. If we cannot, we will explain why and try to offer alternatives
- treat us with respect, deal with us in a professional manner and provide all relevant information
- where appropriate, follow our policies, guidance and procedures
- tell us about any relevant changes, or if you need additional support from us in the way we deliver our services
We will measure these by:
- monitoring our customer feedback on a quarterly basis by asking the right questions, with a target of achieving an average overall customer satisfaction of 80%
- maintaining a robust complaint management policy and monitor our performance against this
- monitoring our response times, aiming to achieve 80% compliance
Our feedback will measure:
- the quality of information provided
- the time taken to resolve your query
- the helpfulness of staff
- our explanation of further actions required
- your overall experience
- the information on our website
- ease of completing our online forms
- responding to your complaints
- improving our services
- keeping you informed
- delivering value for money
How are we doing? Please give us your feedback.