Standards of Service
We believe our customers should always receive the highest standards of service in an efficient, open and accountable way. This page sets out the standards of service you can expect from us.
A copy of our Standards of Service is available on request. To ensure we provide the service you expect, we welcome feedback - good and bad! You can help us improve our service or tell us what we are doing well by completing and returning the form in the link below. Any comments will be passed to our Chief Executive for attention.
Click here to view our Standards of Service form.
Answer telephone enquiries promptly. If we cannot deal with your enquiry at the first point of contact, you will be passed on quickly to someone who can. Failing that, we will take your details and ensure you are contacted later that day or the next working day.
Respond to all correspondence within 20 working days of receipt. If we cannot provide a full reply within this period, we will write to you to explain why there will be a delay and when you can expect to receive a full response.
Please note that we do not accept any letters that are delivered with insufficient postage. These will be returned directly to you by Royal Mail.