Customer Care Standards

Highest standard of service


We are committed to providing the highest standard of service to all our customers and are dedicated to continuous improvement to ensure added value and satisfaction.

We will:

  • ensure that all our customers are treated with respect;
  • be professional, honest, courteous and efficient in all we do;
  • provide fair and equal service to all our customers;
  • provide information that is relevant, accurate, up to date and easy to understand;
  • respect customers’ rights to privacy and confidentiality;
  • provide timely responses to all requests;
  • ensure that the appropriate member of staff is accessible;
  • provide prompt and efficient repairs and maintenance service, and set performance targets ensuring work is completed on time;
  • consult customers and consider opinions before making decisions that affect the services we provide;
  • regularly seek feedback on the range and quality of services we provide; and
  • listen to customers‘ comments, suggestions, and complaints, which will allow us to continuously improve the way in which we deliver our services.

When we miss the mark

In the first instance, we would always encourage you to try to sort the issue out with the member of staff you have been dealing with. If, however, you cannot reach a satisfactory solution with this member of staff, you should ask to speak to the senior officer for the team or department who can then assist you.

If you contact us by phone we will:

  • Answer your call within 30 seconds when the office is open;
  • Respond to voicemail messages left when our office is closed within 4 hours of the office re-opening; and
  • Call you back within 24 hours, where possible, and no later than 3 days.


If you contact us by letter we will:

  • Respond within 3 days, where possible, and no later than 5 days;
  • Tell you if it is going to take longer than the above times; and
  • Include a contact name and telephone number, together with any other information needed like a reference number.


If you contact us by email we will:

  • Acknowledge receipt of your email within 24 hours; and
  • Respond within 3 days, where possible, and no later than 5 days.
Get in touch

Our Customer Care Service Standards

We are committed to our ‘Customer Care Service Standards’. This details the level of service you can expect when you contact our offices in person, in writing or by telephone. It also details what action you can take if we fail to deliver a high standard of service.