What you can expect from us

1. We will listen to you, treat you fairly, and deliver professional support and assistance.

2. Offer you the best possible support for your circumstances, aim to get it right first time, and help you at the earliest opportunity.

3. Provide you with a self-serve solution to manage your Revenues and Benefits accounts online 24/7.

4. Support our vulnerable customers, including those who are digitally excluded.

5. Tailor our communication approach to engage more effectively with you, and improve our customers' experience by seeking your feedback.

6. We aim to:

• answer telephone calls within 15 minutes
• respond to enquiries within 14 days
• keep you informed of new initiatives through this website and social media

7. If we need to speak to you, we will attempt to call you first. Where this isn't possible, we will use the most efficient method.

What we expect from you

1. Treat our staff in a courteous and respectful manner.

2. Be open and honest about your circumstances, and keep us promptly informed of any changes or concerns.

3. Use our online services by visiting our website.

4. Contact us if you require additional assistance.

5. Provide feedback on our service. We will always listen to you.

6. Aim to:

• If you are contacting us, please be patient and have all relevant information ready.
• Where information is needed from you, return it to us within the requested timescales.
• Check this website and our social media channels for updates.

7. Provide us with your full contact details including email address, telephone / mobile number, and ensure you notify us if these change.