Skip to main content

SEND Team - customer service standards

When you contact us we will:

When you contact us we will:

  • Liaise with you in a polite, professional and courteous manner.
  • Support and answer your queries or signpost to you to the relevant service/channels where appropriate
  • Answer your calls promptly or if you leave a message get back to you within 3 working days
  • Respond to your emails within 5 working days or send an acknowledgement advising you of a timeframe on when we will be able to respond 
  • Write and speak to you in a way that is accessible, and make reasonable adjustments if alternative communication methods are required such as an interpreter needed for other than English or BSL.
Working together

In order to provide a good level of customer service and to support you with any of your queries we please ask that you;

  • Provide full details of your query so that we are able to support and respond in a timely manner
  • Treat our staff in a polite courteous manner – we have a zero tolerance against aggressive or intimidating behaviour; we will ask for modified behaviour but if it continues we will end the call or meeting.
  • Treat our staff in a respectful way - we will follow up if further action needs to be taken and advise you in writing how to contact us in future.