- We will keep things simple and easy and resolve your issues.
- We will use plain English in all communication.
- We will treat you fairly and with respect, as we would wish to be treated ourselves.
- We will have fully trained motivated staff ready to help who understand the importance of Five Star Customer Service.
- Our online services are easy to use and designed to resolve your queries quickly and simply.
- When you use our online ‘contact us form’ or email us we acknowledge receipt of this within one working day and respond within five working days.
- When you need to phone us, we aim to answer your call within five rings. If we are unable to resolve your enquiry immediately, we will return your call within one working day.
- When you are providing a compliment, making a comment, or raising a complaint, we provide you with information on these procedures.
- We acknowledge complaints within five working days. And we respond within 15 working days of the date of receipt of your complaint, unless we advise otherwise.
- Our services are well thought out to meet the needs of all customers, be it internal or external.
- We will make sure our online services are easy to use and accessible, so that you benefit from them, like many of our customers now do.
- We will continue to provide a telephone and face to face service for those who need it.
- Where possible, allow you to upload copies of documents online instead of asking you to provide original paper versions.
- We will provide all our employees with training to deliver excellent customer service to you.
- You can book and pay for services in one easy step.
- We will ensure that you can easily access information from us in a format that is suitable for you.
- We will continually improve and develop our online services and our website to ensure it is accessible for all.
- We will be clear in our communication and messaging to customers.
- Actively monitor the quality of our service by listening to, and responding to your comments and observations. Using your feedback to improve our services.
- We will continuously review the way we work so we use what we have learned from you and other customers to shape what we do in the future.
- Please let us know if your circumstances or contact details change. To enable us to continue to meet your needs and keep you informed.
- Please be patient, polite and prepared to listen, we are only trying to help.
- Please give us feedback to help improve our services.
- Please tell us if you have been having problems so that we can work together to resolve them.