Face-to-face customer service standards

When you visit us for an appointment we will:

• Make sure our buildings are easy to access and Covid-secure
• Greet you when you arrive
• Be approachable, professional, courteous and helpful
• Make sure you can see our name badges
• Provide clear signs in our reception areas
• Provide a seated waiting area and private interview facilities
• Get help as soon as possible if you have special communication or access needs

When we visit you we will:

• Where possible, arrange a mutually convenient time and place
• Arrive on time - but if we are delayed, we will let you know why
• Wear clear identification
• Introduce ourselves and explain the purpose of the meeting
• Make sure you have all the information you need at the end of the meeting and are clear on what will happen next and when
• Expect you to treat our staff with courtesy and respect. We will not tolerate the use of physical or verbal abuse in any form, including the use of foul and abusive language.

Help us improve our services

We would also really like you to:

• Tell us when you are pleased with our service
• Tell us when we don't meet any of our customer service standards
• Offer your ideas and suggestions for how we can improve

Contact us if you are interested in helping us improve our services.