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Customer Care Standards

We aim to listen to our residents and deliver responsive, high quality, value for money, customer focussed services.

We will:

  • Be speedy, efficient and polite, no matter how you contact us
  • Provide fair and accessible services to all groups and individuals in a way to suit your needs without discrimination
  • Provide well-trained and easily identifiable staff
  • Always provide a contact name, phone number and e-mail address for your enquiry
  • Greet you clearly and politely with ‘good morning’ or ‘good afternoon’, our service area and name; and respect your rights to confidentiality, privacy and safety

We also aim to:

  • Answer your telephone call within four rings
  • Reply to your emails within two working days and your letters within four; at busier times of the year this may not always be possible. The staff in our Customer Service Centre will be able to let you know about any known delays in our usual response times
  • See you within 10 minutes of your arrival when you visit us

We promise to:

  • Continue to improve our service to you by treating your comments, compliments and complaints positively
  • Learn from our mistakes
  • Clearly explain our complaints procedure and follow it, keeping you informed of the progress of your complaint