Our standards of performance
Our commitment to customers
We want to provide an effective and efficient service when you contact us. To do this we follow these general guidelines.
- Our staff will be fair, polite and helpful when dealing with your enquiry or complaint.
- We want to get it right first time, so we measure our performance against standards and targets.
- If we do make mistakes, we admit them and put things right quickly.
- We will provide you with information and be as open as possible.
- We will consult widely on our proposals and explain our decisions clearly.
Performance standards and targets
We also publish and monitor performance against a number of performance standards and targets, so that you know what you can expect from us. The standards cover the following:
- telephone calls
- written enquiries (letters and e-mails)
- complaints and disputes
- internal reviews
