Our customer first commitments set out what you can expect from us.

Be customer focused


We will:

  • Listen to you
  • Consider your views when designing our services
  • Be friendly, helpful and polite
  • Treat you fairly and with respect
  • Only collect information about you for the purpose of delivering our services
  • Protect the information you give us.

 

Be clear


We will:

  • Explain what services we provide and what to expect from them
  • Explain things clearly and use plain language in our communication with you
  • If there is something we cannot do for you, try to help you find someone who can.

 

Be accessible


 We will:

  • Provide different ways for you to get in touch with us
  • Make our services available online where possible so you can use them at a time which suits you best
  • Make sure you can speak to a member of our team if you prefer
  • Make it easy for you to comment on our services.

 

Be reliable


We will:

  • Try and resolve your enquiry the first time you contact us
  • Tell you what will happen next, and by when
  • Provide you with the correct information
  • Apologise to you when we get things wrong and learn from our mistakes.


Be transparent



We will:

  • Be honest and open about what we do
  • Tell you how well we are performing
  • Tell you what we are doing to improve.

 

Customer First Strategy


Our Customer Service Strategy for 2018-21 sets out how we intend to achieve our ambitions for delivering customer service excellence over the next three years and beyond.