Customer service standards

We are committed to delivering a high stand of customer service to all our customers.  

We will:

  • be polite, helpful, open and honest
  • treat everyone fairly and with respect
  • aim to answer your query at the first point of contact whenever possible
  • provide information that is clear and easy to understand
  • provide a translation service if needed
  • make the best use of technology to enable you to serve yourself, including out of normal office hours
  • regularly ask our customers for feedback about our customer service
  • publish and use feedback to improve our services 

We would like you to:

  • treat our staff with courtesy and respect
  • keep appointments that are made for you or give us at least 24 hours' notice if you need to rearrange it
  • provide us with the information we need to promptly deal with your enquiry
  • give us feedback and views to help us improve

Further information is available in our Service Strategy for Customers download.

Last updated 1 March 2023
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