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.
|Provide you with access to advice and assistance||24 hours a day, seven days a week through our Customer Service Centre|
|Identify ourselves, be polite, approachable and helpful||In all your contacts with us|
|Listen to you and give you full opportunity to have your say||In all your contacts with us|
|Resolve your enquiry||At the time of request or inform you who will get back to you and when|
|Answer your telephone calls||Within five rings|
|Ensure you meet a member of staff who can assist you with your enquiry when you visit one of our offices||Within 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 messages||Within five working days|
|If unable to complete our action within this time, we will inform you of progress||Every five working days|
|Use a private interview room when you visit one of our offices||On request|
|Visit you at home if this is necessary||Within 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 timescales||When advising you of any decision|
|Acknowledge Subject Access requests made under Section 7 of The Data Protection Act 1998||Within 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 1998||Within 40 days.|
How do I get in touch about YourPlace's customer service commitments?