Our commitment to you

We aim to provide you with the highest possible level of service and professionalism. This charter sets out the standards you can expect from our staff. If you feel we have failed to meet any of these standards – please tell us. We are continually looking at ways to improve our service and we welcome your views on how we can achieve this.

Staff

We will:

• be prompt, polite and helpful

• tell you who is dealing with your case

• be trained to give you advice and assistance

• wear name badges to identify ourselves and show identification when we visit your home

• make appointments for all preliminary inspections

Reception

We will:

• provide a map showing where our offices are

• tell you about our opening hours

• attend to you within 5 minutes

• provide private interview rooms

• have information leaflets available

• provide an interpretation service

• provide comment cards

Elderly or people with disabilities

We will:

• ensure our office is accessible

• have staff available, by arrangement, who can use sign language

• visit you in your home if requested

• provide a loop and Mincom system for people with hearing difficulties

Telephone

We will:

• answer your call as promptly as possible

• be courteous

• tell you our name

• return your call within one working day if the person you wish to speak to is unavailable

Letters

We will:

• acknowledge your letter within 3 working days

• reply to your letter within 15 working days

• sign our replies stating our name and position

• write in plain English

Complaints

We will:

• make available on request a copy of our Complaints procedure

• carry out a full and fair investigation.

• reply within 15 working days. If your case is particularly complex it may take longer.  We will tell you about any delay.

• apologise if we get things wrong and change procedures if necessary.