Our customer promise

Our aims

We aim to:

  • make it easy for you to access our building and find what you need
  • welcome and greet you within 5 minutes of arriving at a customer service centre
  • ensure that you do not have to wait for more than 20 minutes in normal circumstances to be seen by an officer before your enquiry can be handled
  • answer all calls received within 30 seconds
  • respond to voicemails and messages within 1 working day
  • acknowledge written enquires (by post) within 5 working days
  • acknowledge emails within 2 working days
  • respond to enquiries within 10 working days