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Service standards

We have a number of core customer service standards which apply to all customers and staff. These corporate customer care standards provide a clear commitment of our desire to provide the highest quality of customer service; they include responses to letters and emails, telephone calls, complaints, visits to our offices, visits to customers' homes. and out-of-hours emergencies; they cover targets and the attitude and behaviour of staff and customers.  

We always welcome feedback about our services. Please note that we aim to answer all letters/queries/complaints within 10 working days.  

Service standards 

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