On the phone

When we deal with you on the phone, we will:

be polite, patient, friendly and helpful;

give our name and service area;

make sure we get all the information we need and write the details down;

avoid using jargon and abbreviations;

offer to confirm information in writing if necessary;

offer to ring you back, giving a timescale for our reply, if the enquiry is taking time or we cannot give you an answer immediately; and

answer all calls as soon as possible.