The way we communicate with you is a really important part of
delivering services to customers.
Our Service
Commitment sets out a series of standards that staff
are expected to follow. It explains what you can expect when you
contact us:
- how we will answer your phone calls, emails and
letters;
- and the information you can expect from us
It is also available in other formats (on audio tape, in Braille,
in large print, and in other languages) - please call us on 020
8150 4112 to request a copy.
Mystery shopping - how are you being served?
We have adopted a new approach to monitoring our customer service
and communications. This is mystery shopping, where an external
agency makes calls to randomly chosen staff to see if staff are
meeting our service standard. The mystery shoppers report back on
how quickly calls are answered, how polite staff are and whether we
deal satisfactorily with queries.