Our commitment to you
We will:
- Treat you with respect
- Be fair and helpful
- Treat you as an individual by giving you the service you need
- Behave professionally
- Take responsibility when dealing with you, making sure we do whatever is needed
- Follow our Equal Opportunity Policy
- Contact you in the format that is best for you, if you tell us what this is
- Tell you clearly if there is anything you need to do
- Make sure our offices are welcoming and pleasant
- Make sure our offices are as safe as possible for all our customers and staff
- Ensure that all information you provide us with is gathered, held, processed and disposed of in accordance with the Data Protection Act 2018
- Provide easy to understand information on our website, in person and in our written correspondence
- Listen to your queries and concerns and let you know how long it will take to deal with them
- Deal with your comments, suggestions and complaints in a positive and responsible way.
We can offer you:
- Welsh and English speaking staff
- A British Sign Language interpretation service
- Information in Braille or large print on request
- A translation service on request if your first language is not Welsh or English
- A private interview room for appointments if you would like one
- Disabled parking space and facilities.
When you contact us, we will:
- Answer all our calls where possible. If we are not able to answer calls a voicemail facility will be available. If you leave a voicemail, we will phone you back within 2 working days
- Answer your query at the first point of contact whenever possible
- Respond to your letter/email within 5 working days. If this is not possible, we will tell you why
- Contact you within 2 working days to arrange an appointment if you visit the office and we are not available to see you at that time.
We ask you to:
- Treat us with respect. We will not tolerate harassment, threats or assaults. We will not accept abuse of any kind, whether face to face or via telephone call
- Be considerate to other customers
- Be on time for appointments
- Give us any relevant information we may ask for
- Let us know if you have any specific access or other needs
- Ask us to explain anything you are not sure about
- Tell us if you are happy with our service
- Tell us if you are unhappy with our service and how we can improve it.
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