Customer Service Standards

Our aim is to provide the best possible service we can. We have therefore produced a Customer Care Charter, which describes the level of service you can expect from us. These service standards are summarised below:

When handling your enquiry, we will

  • Always be polite, courteous and respectful
  • Treat you fairly regardless of your age, disability, race, religion or  belief, gender, sexual orientation or marital status
  • Guarantee your confidentiality

When handling your telephone enquiry, we will

  • Answer your call between 9.00am -12.30pm and 1.30pm - 5.00pm, Monday to Friday
  • Answer the phone promptly and courteously, with the staff member introducing themself
  • Ensure your call is directed to the appropriate member of staff
  • Make sure the person handling your enquiry takes responsibility for resolving the issue raised
  • Provide an out of hours answering service
  • Provide a repairs service for emergencies outwith office hours

When corresponding with you, we will

  • Use plain language
  • Provide the contact details for the relevant member of staff
  • Provide a prompt response or a timescale if we are unable to answer your query immediately

Visiting the office:

  • You can visit our offices with or without an appointment and we will always try to assist you
  • We will provide an interview room so that discussions can be conducted in private

Visiting your home:

  • We will normally make an appointment if we need to visit you at home
  • Staff will always wear identification badges
  • Staff will always conduct themself appropriately