Our Customer Service Promise and Customer Philosophy 2025-2030 make sure that we keep our customers at the heart of everything that we do.
We will be reliable and put you first
Be clear about what you can expect from us
do what we say, on time, and aim to get it right first time
keep you informed so you don’t have to chase us
act on your feedback and publish the results
We will make our services convenient for you
provide choices on how you can contact us:
instantly online - pay, book, apply, report and give feedback
quickly – we aim to answer all our 0300 numbers within an average of 4 minutes, and we will try to sort things out for you there and then
steadily - if you write to us, we aim to reply within 10 working days, or you may be able to make an appointment to speak to someone
Provide accessible information using plain English
Provide support if you have a specific need or cannot access the internet
We will be trustworthy
be open and honest about our priorities, policies and performance
explain why decisions have been made, so you understand the reasons for them
deal with your feedback, say sorry if we get it wrong and aim to put things right
treat you with fairness, courtesy and respect
maintain your confidentiality and keep your data secure
We ask you to:
treat our staff politely
inform us of your views
let us know if you have specific things you need help with
There is also an easy read version of the Promise.
Performance
We measure our performance across a range of areas to understand what we do well and where we can improve. To be transparent with our customers, we will publish these results each month.