Customer Service Commitments

Giving customers a great service is at the heart of everything we do.

You can expect an excellent service from us no matter if it’s face to face, on our website, through our Facebook page, by post or over the phone.

Our fully-trained and professional staff are here to help you. Our Customer Service Commitments explains what you can expect from us – and how long it will take.

Our commitments

We willWhen
Provide you with access to advice and assistance24 hours a day, seven days a week through our Customer Service Centre
Identify ourselves, be polite, approachable and helpfulIn all your contacts with us
Listen to you and give you full opportunity to have your sayIn all your contacts with us
Resolve your enquiryAt the time of request or inform you who will get back to you and when
Answer your telephone callsWithin five rings
Ensure you meet a member of staff who can assist you with your enquiry when you visit one of our officesWithin 15 minutes
Respond in full to your phone enquiry (where unable to deal with your enquiry at first contact)Within one working day
Respond to your letters, faxes, emails and text messagesWithin five working days
If unable to complete our action within this time, we will inform you of progressEvery five working days
Use a private interview room when you visit one of our officesOn request
Visit you at home if this is necessaryWithin five working days of agreeing to visit
Provide our publications and other information in ways that meet your needs (translations, interpretations, large print, audio versions etc.)Within five working days of the request
Advise you of how to request a review of any decision or make an appeal, and the relevant timescalesWhen advising you of any decision
Acknowledge Subject Access requests made under Section 7 of The Data Protection Act 1998Within two working days of receipt of the application and fee
Respond in full to Subject Access requests made under Section 7 of The Data Protection Act 1998Within 40 days.

How do I get in touch about YourPlace's customer service commitments?

You can: