Service standards

To ensure that you receive an efficient and timely service we set ourselves standards in priority areas.

The following are areas of work which we monitor on a regular basis to ensure both timescales and quality of performance are met.

Area of work	Description	Service standard
Written correspondence	Items of correspondence received and requiring a reply	Acknowledged within five working days. Full response or update within 15 working days
Email correspondence	email received and requiring a reply	Acknowledged within five working days. Full response or update within 15 working days
Complaints	Complaints are used positively to review and amend our procedures	Acknowledged within five working days. Full response or update within 15 working days of receiving your letter
Telephone calls	Calls answered during office open hours. Customer telephone lines are available from 8.30am to 5.00pm Monday to Thursday and from 8.30am to 4.30pm on Friday	Calls answered by a person or by the call sequencer within five rings

We also monitor our standards by asking people who use our service to provide us with feedback.

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