We will:

• maintain, review and improve our services
• provide you with the opportunity to comments on any aspects of our service
• act on any suggestions about how we can improve our services
• involve you in setting and monitoring the level and qualtity of services you receive
• provide you with information about how we are performing each year
• take seriously complaints about the services we provide
• publicise and operate a complaints procedure as well as procedures for responding to comments and compliments
• deal with all complaints within 10 working days at stage 1 and 15 workling days at stage 2
• make sure the services we provide are fair, free from discrimination
• provide a tanslation and interpretation service
• provide information in different formats including Braille, large print and audio
• answert he telephone promptly
• provide an out of hours telephone service for emergency repair reporting
• provide a reception area which is clean, tidy and welcoming, fully accessible and user friendly
• provide facilities for private interviews
• visit you in your home if you prefer
• make appointments within 5 working days and contact you if we are likely to be later than 10 minutes
• respond to any specific communication or other needs you may have to ensure you receive equal access to our services
• provide a male or female member of staff to assist you, at your request

You will:

• tell us if you are unhappy with the service and what action you think we should take to resolve the matter
• tell us if you have any specific communication needs or other requirements that we should know about
• treat our staff with respect at all times
• be polite and considerate
• keep appointments with staff and others working on our behalf