Customer Service Standards

leaf is committed to achieving high levels of customer satisfaction. With this aim in mind, it has developed the Customer Service Standards listed below.

Customer Contact by Telephone

• All telephone calls will be answered within four rings and staff answering a call (and voicemail messages) will offer a suitable greeting – "hello/good morning/good afternoon, name/section, can I help you?" using the callers name if known.

• Telephone calls will only be transferred when it is certain that the recipient is the appropriate person to deal with the enquiry. Callers will be informed of the name and number of the person or service that we are transferring them to.

• Voicemail messages will receive a response within one working day of receipt and offer alternative emergency/urgent contact details.

Customer Contact in Person

• Staff will wear name badges.

• Reception areas will provide accessible services to all our customers; clearly displaying and adhering to opening times.

• Staff visiting customers will always carry and show the customer an ID card.

Customer Contact in Writing

• All letters will be answered in full within ten working days of receipt. Complex enquiries will receive a full reply within twenty working days of receipt or a progress report with an expected date of full reply.

• Replies will contain the name and contact details of the person or service dealing with the matter – opening times, telephone numbers and reception facilities. Additionally they will use language that is easy to read and understand.

Customer Feedback (including Complaints)

• All written correspondence will include the name and full contact details of the person dealing with the enquiry.

• All feedback will be acknowledged within five working days of receipt (or three working days for email contacts).

• A full response including the name and full contact details of the person dealing with the enquiry will be provided within twenty working days of receipt.