Customer Service Standards; Our Commitment to You We will:

* Identify ourselves, be helpful and courteous
* Be professional and positive
* Be well informed, so that we are able to help you
* Be effective in listening and responding to you
* Be fair and support your individual needs

We will set targets to ensure that we…

* Acknowledge digital enquiries within 24 hours*
* Answer your telephone call within 30 seconds
* Answer your query at the first point of contact and if this is not possible
* Arrange for someone who can help to contact you promptly
* Respond to your enquiry within 10 working days of receipt

We also…

* Expect you to continue to treat our workforce with respect and consideration
* Welcome your feedback to help improve our services