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Customer care

Our Customer Experience Strategy 2020 - 2024

What you can expect from us

We aim to:

  • Aim to have your service request or complaint resolved by the first person you contact
  • Give you one main telephone number to contact us
  • Aim to answer your call in 60 seconds
  • Aim to see you within 15 minutes of arriving at the Customer Hub
  • Respond to email within 24 hours
  • Respond to social media messages within 2 hours
  • Open our phone lines from 9 - 5 Monday to Friday
  • Investigate customer complaints within 15 days

We can arrange private meetings if necessary.

What we expect from you

You should:

  • tell us about any changes in your circumstances as soon as possible
  • treat our staff with dignity and respect

We have developed a pdf icon persistent complainants policy [56kb] to deal with people who make unreasonable demands on our services.


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