We believe our customers should always receive the highest standards of service in an efficient, open and accountable way. This page sets out the standards of service you can expect from us.
To ensure we provide the service you expect, we welcome feedback - good and bad! You can help us improve our service or tell us what we are doing well by completing and returning this Comments/Suggestions form. Any comments will be passed to our Chief Executive for attention.
Visitors to our Office
Our office are open from 08:30 to 17:00 hrs - Monday to Thursday and 08:30 to 16:30 hrs on Fridays. Interviews with staff are by appointment only. Persons wishing an interview should telephone or email us, preferably at least one full week prior to the desired date for appointment, and advise us of what they wish to discuss. The will allow for arrangements to be made and for staff to properly research the matter raised. If you call at an agreed time you will be seen at that time or at least within 10 minutes.
General Correspondence and Telephone Enquiries
We aim to:
Please note that we do not accept any letters that are delivered with insufficient postage. These will be returned directly to you by Royal Mail.
We aim to deal with all media enquiries as quickly as possible and arrange a response within 2 hours. If this is not possible, you will be advised at the time.
We publish our performance in our Annual Report which is available free of charge from our offices or download a copy from our forms and leaflets page.
We aim to:
We follow the Government's policy on payment performance and aim to pay all invoices not in dispute within 10 days (or the agreed terms if different).