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Our service standards

The standards you can expect from us when you use our service.

When you phone we will: 

  • answer your call within six rings
  • introduce ourselves
  • deal efficiently with your query, or put you through to the right person straight away
  • ring you back if the query is going to take a long time to sort out (e.g. more than five minutes)

When you email or write we will:  

  • answer within seven working days at the latest. We will usually respond to emails in a couple of days
  • use plain language, and no jargon
  • tell you what we are going to do with your query or request
  • include full details of who has written the letter or email, and who to contact

When you want to speak to someone in person we will: 

  • arrange an appointment at a convenient time for you - either at your home or in a local office
  • treat you politely
  • be dressed smartly and wearing a name badge
  • arrange for a signer, a translator, or interpreter if you need one
  • respect the privacy of your home if the meeting is there

Our staff should serve you with courtesy and respect. We protect our staff against threats and abuse. We can refuse to serve anyone whose behaviour is offensive.