Our Customer Care Charter when dealing with grants
Updated: 22 Mar 2019
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.
- 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
- 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
- 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
- answer your call within 10 seconds
- ensure there is someone available to answer your call or take messages in office hours
- be courteous
- tell you our name
- return your call within one working day if the person you wish to speak to is unavailable
- 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
- 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.