Provide Walk in centres that are as convenient, accessible and welcoming as possible.
Aim to see you within 15 minutes of you arriving and deal with your enquiry as quickly as possible.
Where available, offer appointments to see someone at a time convenient to you.
Provide a private interview room if you need to discuss a sensitive or confidential issue.
Provide access to an interpretation service if English is not your first language.
Provide facilities for customers with hearing difficulties and information in large print format, Braille and tape on request.
Communicate with you in plain English using terms that are clear and easy to understand.
When we visit you we will:
Aim to keep appointments but if the visit is going to be delayed or cancelled, we will let you know as soon as we can.
Show you official identification when visiting your home.
Ensure you and your home are treated with respect.
When you phone us we will:
Aim to answer all telephone calls quickly and professionally. We will answer your call as quickly as possible and manage busy times to minimise waiting times.
Provide access to an interpretation service if English is not your first language.
Communicate with you in plain English using terms that are clear and easy to understand.
Aim to deal with your enquiry at the first point of contact. If we need to transfer your call, we will tell you why, who you will be transferred to and ensure that we pass on the details of your enquiry.
When you write or email us we will:
Answer your letters within 5 working days.
Answer your emails by 6.00pm the next working day.
If we cannot give you a full reply we will let you know when a reply can be expected.
Communicate with you in plain English using terms that are clear and easy to understand.
Provide information in large print format, Braille and tape on request.
Provide access to an interpretation service if English is not your first language.
When you use our website we will:
Respond to your online form submissions by 6.00pm the next working day.
Ensure that our website is available when you need it. If we have to take our website down for essential maintenance, we will make sure that this is planned and communicated to our customers in advance.
Communicate with you in plain English using terms that are clear and easy to understand.
Aim to provide an online translation service if English is not your first language. We will add more languages to the translation service as they become available.
Provide information and services that are accessible to customers using assistive technology wherever possible.