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.

Page last updated 21/02/2019