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Customer Charter

To show that we are truly committed to providing you with the expected service, we’ve created a Customer Charter. Our commitments to you are:


Treating you right. We will:

  • be polite, treat you with respect and value you as a customer
  • be honest and do what we say we will do
  • explain things clearly
  • protect your personal information
  • work with you to build trust in our services

Getting it right. We will:

  • endeavour to deal with your request the first time you contact us
  • continue to invest in staff training
  • be respectful in your home and will wear correct identification
  • say sorry if we make a mistake and put things right
  • learn from our mistakes

When using our services, we will:

  • provide details of all our services online at
  • continue to improve our online services, allowing you to access them at anytime
  • offer a variety of ways for you to contact us
  • meet with you in person if you prefer
  • promote our service standards so that you know what to expect from us