Customer care charter

City West is committed to providing you with excellent services. We have produced this Customer Care Charter so that you know what level of customer service you can expect to receive from us. Our Customer Care Charter includes our commitment to deliver services in a way that meets your individual needs.

What we’ll do and when we’ll do it

  • We will wear name badges with photo identification
  • We will be polite and always treat you fairly and with respect
  • We will be sensitive to your needs and not discriminate against you
  • We will aim to answer the phone within 20 seconds and give you our name
  • We will call you back within one working day when you leave us a phone message
  • All written enquiries and emails will be acknowledged within three working days from when we receive them
  • We will respond to your enquiry as soon as possible, and within 10 working days
  • When you call into the office we will not keep you waiting for more than five minutes
  • We will display our opening times and how to contact us outside of office hours on our website and in our offices
  • We will provide information that is timely, accurate and easy to Understand
  • We will use plain language when we speak with or write to you
  • If you need to contact us you can request an appointment to call into one of our offices or for a member of staff to visit you at your home
  • Where possible we will offer online access to servicesYour feedback will be used to improve our services and we will tell you how we have done this
  • We will use information we collect from you to develop and deliver services that meet your needs
  • We will consider requests for information in different languages and formats, such as large print, audio and Braille

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