Coronavirus information

Customer care

We aim to:

  • resolve your request of complaint in your first contact with us
  • answer telephone calls within one minute (in office hours)
  • see you within 15 minutes of arrival at reception
  • acknowledge social media or website contacts within 10 working days
  • respond to complaints and requests that require investigation within five working days

We ask that you:

  • treat our staff with dignity and respect 
  • tell us about your changes of circumstances

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

pdf icon Full details of our customer care commitments [1Mb]

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