Customer First commitment

Our commitments to our customers.

Be customer focused

We will:

• Listen to you
• Consider your views when designing our services
• Be friendly, helpful and polite
• Treat you fairly and with respect
• Only collect information about you to help us deliver our services
• Protect the information you give us.

Be clear

We will:

• Explain what services we provide and what to expect from them
• Explain things clearly and use plain language in our communication with you
• If there is something we cannot do for you, try to help you find someone who can.

Be accessible

 We will:

• Provide different ways for you to get in touch with us
• Make our services available online where possible so you can use them at a time which suits you best
• Make sure you can speak to a member of our team if you prefer
• Make it easy for you to comment on our services.

Be reliable

We will:

• Try and resolve your enquiry the first time you contact us
• Tell you what will happen next, and by when
• Provide you with the correct information
• Apologise to you when we get things wrong and learn from our mistakes.

Be transparent

We will:

• Be honest and open about what we do
• Tell you how well we are performing
• Tell you what we are doing to improve.