Customer Charter

Customer Charter 

When you contact us we will:

 Be approachable, helpful and considerate

• Treat you with courtesy and politeness
• Listen and understand customer needs
• Treat all customers equally.

 You can contact us in person, by phone, letter, email or web form.

 We aim to answer 93% of all telephone calls within six rings (20 seconds)

 When we speak to you we will say good morning or afternoon, give the name of the service or person you are speaking to and ask how may we help you

 If we cannot help you immediately we will let you know who you have been speaking to and when we will contact you

 If your call needs to be transferred to another section, the details of your enquiry will be passed on

 We aim to answer all messages left on answer machines within 24 hours, Monday to Friday

•  All staff will wear name badges
•  You will be seen in a private place if you want to
•  We aim to reply to 98% of letters within 10 working days
• Where we are unable to respond in the above time, we will advise when a response can be expected and who is dealing with the matter
• Responses will be typed and easy to understand, and will identify the officer dealing with your enquiry
• Contact through email will be subject to the same standards as contacting us in writing.

 Standards of service

We will tell you when we are reaching our standards in our reception areas, facebook page, newsletter and on our website. 

New ideas and improvements

We will undertake surveys to help improve our services. We would appreciate your help and welcome any comments you wish to make.   Please complete the form below.

We will take into account your views and give feedback in our reception areas, on our website and in our quarterly newsletter.

Putting things right 

We aim to get things right first time, but if things do go wrong we want you to feel comfortable about challenging us and making a complaint.

Testimonials

"Thank you all for a clean and pleasant room for our Kurling group and the help from all the staff"

Les Beck on behalf of 'Friends Get Together'

On behalf of our organisation I would like to express our sincere thanks for the service you provided to us during this recruitment. The entire process was extremely well managed from enquiries and responses to delivery of applications and supporting documentation. The volume of responses was beyond all expectations and you handled this fantastically; I honestly do not know what we would have done without your help – we certainly would not have managed it anywhere near as well! It was a great relief to me personally to be able to outsource the management and administration of this process to you and a great comfort to know that while I was away I could confidently rely on a job well done.

Doorstep

Rachel provided us with a rapid, efficient service for data inputting which we did not have the capacity to undertake.  She is also a very willing worker and to be commended.

Cancer Collaboratives

Brilliant reception staff, always helpful and really know how to help

JHP Training

The staff are wonderfull

Skin Collaborative

Excellent facility.  Very friendly and welcoming

Asgard

Well organised, helpful and supportive.

Specialist Health Promotions