Responding to you

There are many ways you can contact us.

Our response standards

• Web requests/forms: response within 10 working days
• Self service telephone systems: answer within 5 rings and deal with information collected within correspondence timescales (10 working days)
• SMS/Texts: to respond within 48 hours
• Correspondence via social media standards: acknowledgement  within 2 hours - passed to the relevant departments for response within 10 working days.
• Electronic written correspondence: acknowledgement within 1 day, full response within a maximum of 10 working days.
• Paper written correspondence: 5 days to acknowledge and 10 days for a full response
• Switchboard: 87% in 15 seconds and 90% in 25 seconds
• Calls to direct lines: within 5 rings
• Voicemail or telephone messages left: to respond within one working day
• Face to Face standards: 90% of callers with more detailed enquiries in under 20 minutes, 100% of customers with pre-booked appointments or meetings seen within 5 minutes of the appointment time.