Contact by Letter or e-mail
If you write to us by letter or email we will:
Acknowledge all correspondence within 3 working days

	Respond to your query in clear plain language within 5 working days. If we cannot do this we will write to explain why and tell you when you can expect a full reply.
	Ensure that all our correspondence carries a contact name and contact telephone number
	Use an out of office email auto response to inform customers if staff are out of the office for any more than one working day.

	Ensure that our offices are open to you from Monday to Friday 09.00 to 1.00 and 2.00 to 5.00 (4.30 on Friday)
	Be as helpful as possible and treat you with respect and courtesy
	Try to arrange meetings at a time that suits you and will not keep you waiting unnecessarily.
	Meet you on time if you have an appointment
	Try and accommodate you if you do not have an appointment
	Aim to answer your questions fully. If we cannot do this we will arrange to phone you, or write to you if you prefer.
	Ensure that our offices comply with occupational health and safety standards.

	Ensure that your rights to equal treatment established by equality legislation are upheld in the delivery of our services.
	Ensure that our services and facilities are accessible to all our customers, including those with special needs.
	Incorporate the principle of equal treatment into all aspects of service delivery.
	Make every effort to take account of the particular needs of minority groups.

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