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 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.
