Quality Standards

We aim to keep a high quality of service to make sure our staff:

  • Are friendly and polite.
  • Ask the right questions to find out how they could help.
  • Listen and understand what you want.
  • Have the right knowledge for the service they are trying to give you.
  • Ensure you know what will happen next.

Letters and Emails:

We will check random letters and emails to make sure that they:

  • Are easy to understand
  • Give you the information or answer that you need
  • Include an apology whenever you feel let down by our service
  • Tell you what will happen as a result of your letter or email
  • Tell you who is dealing with your enquiry if we have had to pass it on
  • Don't contain abbreviations and technical terms (unless we know that you will understand them).

Our Promises

Our team will:

  • Tell you when we will get back to you, or how long you may need to wait if we need to pass you on to someone else.
  • Tell you if there will be a delay, why and (when possible) what we are doing to put things right.
  • Make sure our reception points are clean, tidy and comfortable.
  • Give you information that is right, meets your needs and is complete.
  • Protect the information you have given us to make sure it is safe.
  • Offer you a private interview room, if you ask for it (this may need to be booked).
  • Provide translation services if you need them (subject to availability - this may need to be booked).
  • Tell you if there is a charge for the service you are asking us for.

Page last updated on 25 March 2010