Customer Services
Our reception area is accessible for people with disabilities
We will communicate in ways that meet your needs, e.g. by using large print, Braille or an interpreter. Access to a portable loop system is also available
We will provide support for vulnerable residents
We will see residents outside of normal working hours if requested
We will help residents obtain appropriate financial advice when required
We will respond to all correspondence, including e-mails within 10 days
If there is likely to be a delay dealing with a written enquiry we will acknowledge receipt within 7 days
We will answer the phones within 5 rings (approx. 15 seconds). We aim to provide an immediate solution, but where this is not possible we will call back at an agreed time.
We will offer to call back rather than keep a customer on hold if an enquiry is likely to take some time to resolve
We will respond to answer phone messages within one working day
If a visit is required we will always offer an appointment. If we are unable to keep the appointment we will give you as much notice as possible
We will leave a calling card when a home visit is made and you are not at home
We will give you the opportunity to speak in a private interview room
If you have an appointment, we will always aim to see you within 5 minutes of the appointment time
If you visit the office without an appointment we will aim to see you within 10 minutes