Approachable

1.

We will offer you a wide range of ways for you to contact us; and wherever possible, we will communicate with you in the way that best suits you.

2.

We will always be polite and welcoming and identify ourselves fully whenever we communicate with you. When we meet you we will wear a name badge so you know who we are.

3.

We will listen to what you say and make sure we’ve fully understood you before we deal with your query or request. We will always do our best to find the right person to help you whenever you contact us.

4.

We will use plain and clear language when we write or speak to you and make sure you understand the information or advice we’ve given you.

Professional

5.

We will tell you honestly if something can’t be done, if we need to change or cancel an appointment, or if we are going to be late.

6.

We will make sure we have knowledgeable and well-trained staff to be able to give you accurate advice and information.

Trustworthy

7.

We will keep you informed about the progress of your request or query, tell you about any changes or decisions we make and explain to you what we’re doing and why.

8.

We will admit when we get things wrong or make mistakes and apologise for any errors or misunderstandings.

Respectful

9.

We will treat you as an individual and show an understanding of your needs, particularly if you require extra help or care.

10.

We will be courteous and well mannered, and show respect to you and our colleagues. If you have a personal matter you wish to discuss, we will arrange to do this privately.

Progressive

11.

We will improve our on-line services, but make sure we don’t forget about people who can’t access the internet.

12.

We will encourage you to be involved in what we do, learn from your ideas and suggestions and use what you’ve told us to improve our services.