Our Customer Promise

Our customers are at the heart of everything we do. Our Customer Promise sets out how we will deliver high-quality services for you and what we need from you to enable us to meet your expectations.

What we will do

1. We will communicate clearly and respectfully, showing our commitment to Equality, Diversity and Inclusion
2. Listen to and take ownership of your enquiry and direct you to the right organisation if we can’t help 
3. Explain, in an easy-to-understand way, what we need from you, tell you how long it will take us and let you know about any delays
4. Improve access to our services by making more of these available online
5. Be responsive to your needs and adapt our communication style and actions accordingly.

What we need from you

1. Provide us with the right information we need to help you
2. Understand that we may not always be the responsible organisation to resolve your issues
3. Please wait for the timescale we said it will take to resolve your request before asking for an update
4. Use the information and services available online if you can before contacting us
5. Be respectful towards our staff.