Individual attention - you can expect...
 Polite, helpful and honest staff in all our dealings with you
Accurate answers in plain Language
To be treated fairly
Clear and accessible information in a variety of formats and languages on request
Issues you raise to be dealt with confidentially
Our comments, complaints and compliments procedure to be easily available so you can tell us what you think of our services
Prompt Service - we aim to...
Give an immediate response to your query whenever we can
Visits - we aim to...
See you within 10 minutes of your arrival
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Telephone Contact - we aim to...
Answer telephone calls within 5 rings during office hours:
The Customer Service Centre will also take calls outside office hours
01926 410410
8am – 8pm Monday – Friday
9am – 4pm Saturday
Keep voicemail & answer phone use to a minimum during office hours, but any answer phone message will state when you should expect to be called back.
Written Contact - we aim to...
Respond to letters within 5 working days
Tell you how your enquiry will be handled and how long it will take if the full answer is not possible within five working days
Acknowledge emails within 1 working day |