We will always deliver a service that is:

• Helpful and courteous

• Answer within 6 rings
• Ask if there is “anything else I can help with”
• Call back when we say we will
• Use appropriate voicemail messages
• Respond to messages on the next working day

• Acknowledge your letter or email within 3 days
• Respond within 10 days (enquiries and complaints)

When you visit us, we will:       

• See you within 10 minutes

When we come out to see you, we will:

• Always show our ID badge
• Leave calling cards with the time, our name and contact number

Whoever you are:

• No-one will be treated less favourably and we will celebrate diversity

If you need help understanding, we will:

• Offer our translation services and hearing loops

If you need services tailoring to your individual needs, we will:

• Provide accessible services for all
• Print calling cards in large print & on yellow paper
• Allow sufficient time for you to answer the phone and the door if you have mobility problems
• Offer same-sex visits wherever possible
• Offer private interview facilities

Repairs

• Emergencies -  24 hours
• Urgent - 3 working days
• Routine -  21 calendar days

Anti-Social Behaviour (ASB)

• Category A complaints acknowledged within 24 hours
• Appointment within 5 days for  all complaints
• Appointment within 24 hours for race/hate crimes
• Keep complainant advised at all times (fortnightly contact)

Independent Living (Older People’s Services)

• Visits in accordance with agreed support plans
• Answer alarm calls within
• 90 seconds