OUR CUSTOMER SERVICE STANDARDS
We provide a service that is accessible, convenient, polite and professional. Our service to you will be delivered in a friendly and courteous way. We will respond quickly to your needs and requests. We will always treat you fairly and respectfully and ensure that you find it easy to receive our services. This is what you should expect of us.
VISITING OUR OFFICE We will welcome you in a reception area that is kept clean, fresh and tidy. We will make our office accessible for visitors with disabilities. Toilet facilities are available in our reception area. We will provide private interview facilities to ensure confidentiality. If you have an appointment you will be seen within 5 minutes of your appointment time. If we cannot keep to this, we will apologise and keep you informed of when you will see someone. If English is not your preferred language, we will endeavour to offer appropriate interpreting or translation services.
VISITING YOUR HOME We will always introduce ourselves by name. We will produce photographic identification on request. We will be courteous and respectful. If we are unable to keep to an appointment time, where possible, we will try to contact you to advise if we are going to be late or to re-arrange the appointment, if you prefer. Page 6
