Customer Service Standards
Our email service standards

Find out what we are doing to deliver high-quality customer service, what our digital service standards are and how you can help us do better.

  • Acknowledge or respond to your emails within 5 working days (this can be an automated response).
  • Regularly review and maintain our automated responses.
  • Advise you if more time is needed to respond fully.
  • Let you know if your email has been redirected to the appropriate service to respond to you.
  • Make sure our email signature is updated to include relevant information.
  • We will use an email out of office message when absent (providing dates of absence and alternative contact details for urgent emails).