We have a detailed Customer Charter document which identifies the standard of service that you can expect. This includes :-
The times you can contact us by telephone
How we introduce ourselves
How we transfer telephone calls
Arrangements for returning telephone calls
Arrangements for answering correspondence
Guidelines for face to face contact
How complaints should be handled
We provide a home visiting service for customers who find it difficult to visit our office. If you request a visit we will try to call on you within 7 days.
We are keen to ensure that no benefit claimant receives less favourable treatment on the grounds of gender, race, disability or age. We are continuously looking at ways to make our service easy for everyone to use and currently offer the following:
Private interview rooms
Assistance, advice and information to customers on benefit related issues in other languages
Assistance, advice and information to customers on benefit related issues using other methods of communication for those with special needs e.g. a Hearing Loop, Sign Language, Minicom
Provide information in large print
If you have any special needs which we do not cater for please let us know and we will do our best to accommodate them.
