To ensure that we continue to deliver quality services to our customers, we operate to a set of Corporate standards.

Personal visitors
Public walk-in services should be open during the core times of 9am to 4.30, with service manager discretion on hours outside the core time. Services are now working towards being able to greet and provide information on expected wait time within 5 minutes of arrival; to see callers in 20 minutes or less; to display, or announce, wait time advice at any service where wait time averages over 5 minutes and offer timed appointments to callers at receptions requiring more detailed services/interview.

Letters and emails
Our standard is to respond to letters and emails within 10 working days or send an acknowledgement within 5 working days for letters and within 2 working days for emails if not able to make a full response.

Telephone
We aim to answer all telephone calls in a speedy, courteous and helpful manner. The main switchboard aims to answer 80% of calls in 10 seconds and 95% in 21 seconds. The performance of the switchboard against these targets is continuously monitored and the results are published annually.

Publicly advertised telephone numbers will be available between 9am and 5pm.

In offices with direct dial numbers, where you do not have to go through the switchboard, all staff will aim to answer telephone calls within 15 seconds / 5 rings if possible.

Complaints or suggestions
Complainants should receive an acknowledgement letter within 5 working days of receipt of the complaint if we cannot deal with your complaint immediately.

Final responses should be sent as quickly as possible and certainly within 10 working days of receipt.

Also, in particularly lengthy or complex cases, interim responses informing complainants of progress should be sent at regular intervals.

People making a suggestion will receive a response within 10 working days. If it takes longer to deal with your suggestions, we will keep you informed.