Our service standards for customer engagement

We need feedback from you to help us improve our services and make sure we get things right. Whether you've had a great experience, or a not so good one, we want to know so we can learn from it and put things right. There's lots of ways for you to get involved in proactively helping us to shape our services too.

We will:

  • Treat you fairly and with respect
  • Give you regular opportunities to give us feedback on our service
  • Give you a range of options to get involved online and/or in person
  • Tell you how we have used your feedback to improve and shape our service
  • Keep you informed about things that matter to you
  • Consult with you about major changes to our services
  • Tailor how we support you if you volunteer to join a customer engagement group. For example, if you do not use email we will contact you a different way

To help us provide the best service, we ask you to:

  • Let us know what you think of the services you receive when you contact us or by responding to surveys
  • Consider joining a panel or group to help us improve