We will:
- have a user-friendly public office, with a clean and tidy reception.
- provide up-to-date information that is clear and easy to understand.
- have clear signs and display our opening hours in our office.
- provide a private interview room if you ask.
- ensure that the information you give is dealt with in a confidential way. If we need to share information, we will get you permission to do this when required.
- respect your privacy, customs and culture.
- comply with the Data Protection Act and Freedom of Information Act.
On the phone
We will:
- answer the phone within five rings whenever possible
- give our name when we answer your call so you know who you are speaking to
- deal with your enquiry or complaint on the spot if we can
- tell you what we can do and when, or tell you why we can’t help (if we can’t help immediately, we will try to tell you who can)
- if we can’t help immediately, we will phone you back within one working day.
Face to face
We will:
- provide private interview rooms
- keep waiting times to less than 30 minutes wherever possible
- give you an estimate of how long you will have to wait to see a duty officer
- wear identification badges
- help you to fill in forms if you need help
- show you identification if we need to visit you in your own home.
With letters and e-mail
We will:
- answer your letters and e-mails within 10 working days of receiving them, or keep you updated if an answer will take longer
- make letters clear and easy to understand
- arrange for letters to be translated, interpreted over the phone, or made available in large print or Braille.
We monitor our performance against these standards and this information is published in the 'how we performed' section.
