There are many ways for you to get in contact with us – by telephone, text, email, letter or in person. However you choose to contact us we will:
- always wear our name badges when at work
- answer your calls, to both our office phones and mobiles, within five rings. If we can’t answer in person, we’ll leave an up-to-date voicemail message telling you where we are and when we’ll be able to call you back
return all calls within one working day. If we can’t – for example if we are on leave – our voicemail will tell you when we’ll be available
- tell you who we are, giving our first and last name
- respond to your letters within 10 working days
- respond to your emails by the end of the next working day
- keep our email response messages up-to-date so you always know if we are in or out and when we will return. If we are away from work we will provide alternative contact details
- have staff available at reception in all our offices (except Crewe and Harvest Response) during our opening hours, which will be displayed at each office, in our welcome book and on our website
- make our offices accessible to all and keep them clean and tidy. Each office will have child-friendly activities or a child-friendly area
- display emergency contact details when the office is closed
- offer you a private area if you need to talk to us confidentially
- arrange for you to speak with a member of staff of the same sex if you tell us in advance that you’d prefer this
- provide a translation service
- provide information in your preferred language, Braille, large print or audio within 10 working days
- treat all your enquiries and data in confidence and in line with current data protection and other le