Our commitment to you
Treating you in the right way:
- understand your needs
- helpful, polite, considerate and treat you with respect
- honest, fair and explain our decisions
- keep your personal data secure and handle your enquiry sensitively, accurately and confidentially
Getting it right:
- resolve your request the first time you contact us, or as soon as we can
- work together to get the best outcome
- do what we say we will do
- update you on progress so you know what’s happening next and by when
- say sorry and put it right if we make a mistake
Making it easy:
- communicate with you clearly, in plain English and by your preferred channel
- be accessible to everyone
- increase our services online so you can use them at a time that suits you
- publish clear information
- explain clearly how to contact us
Involving you:
- actively seek your views on our services
- listen to you and use your feedback to help us improve
Our request of you:
- treat us politely, fairly and with respect
- give us the correct information at the right time
- tell us when something changes
- tell us when things go wrong so that we can put them right