Our code of conduct set out the standards we expect from our staff. We will ensure that our staff:

• provide a fair and courteous service at all time;
• treat everyone equally and with respect;
• will not keep you waiting without an explanation;
• make it clear what we can and can’t do;
• answer your letters within 15 working days;
• answer the phone within 5 rings;
• keep to any appointments we have made with you;
• respond to enquiries and make our replies easy to understand;
• welcome your ideas and involvement in developing our services;
• admit when we have made mistakes and try to put things right;
• publicise your right to complain, investigate and respond within a specified time;
• learn from complaints;
• continuously look for ways to improve our service to you.