Our customer promise

We will:

• get to know your needs
• reduce waiting times
• be accessible
• provide the best possible service to each person
• try to answer your enquiry without passing you on to another member of staff
• encourage and welcome your suggestions to help us improve services
• treat you with respect
• not tolerate any abusive behaviour.

We aim to:

• answer 80% of telephone calls

• see 95% of customers who arrive on time for their appointment within 10 minutes

• respond to 95% of call backs within 2 hours.

Did you know that:

• you can make a comment, compliment or complaint about a service

• you can contact, apply for, pay for, and report to many of our services

• you can ask for translations and transcriptions at all front-line service points

• we have staff available who are trained in British Sign Language.