Customer service standards

Our customer service standards tell you the level of service you can expect from us for key activities. We review these standards regularly to try to improve them.

We will:

  • have friendly and helpful staff in our reception area to welcome visitors
  • answer enquiries politely and professionally, answering letters, faxes and e-mails within 10 working days, 80% of telephone calls within 20 seconds
  • provide clear information about our services
  • make our services available to everyone
  • act on feedback to solve problems and to make sure they do not happen again.

Are we meeting our standards?

We check our performance against our customer service standards regularly.

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