Service Standards

We will:

• Smile
• Be helpful, friendly and attentive
• Wear a neat and tidy uniform with a name badge clearly visible
• Address you by your name
• Give you our full and undivided attention
• Not use jargon
• Serve you within 5 minutes or explain why if it is going to take longer
• Answer the telephone within 7 rings
• Only make promises that we can keep
• Respect people’s differences and treat everyone fairly and to the same high standard

What You Can Expect From Us

If you need any special help, for example because you have a disability or any other special needs, we will:

• Arrange a home visit if you are housebound or disabled and cannot visit us
• Arrange for leaflets, letters or other information to be available in large print or on audiotape
• Make arrangements for any document to be translated

What We Expect From You

We ask that you apply the same standards of behaviour towards our staff and other customers as you expect from us

If you use abusive language or behaviour towards our staff or other customers, we will ask you to leave the building or end your phone call.