We want you to keep in contact with us so we aim to ensure that all communication is dealt with efficiently and quickly. We deal with all contact in a way that is transparent and will provide clear and accurate information and be held accountable for this. We will use plain and clear language, ensuring all the people who use our services have equal access to the information they need, delivered in a way that suits them. Documents intended for our service users are submitted for their consideration to ensure that the language is clear and easy to understand. Where requested, we will provide information and material relating to our services in a range of formats to ensure that the information is accessible to as many people as reasonably possible. 

When you contact us:

• We know how important it is to have the telephone answered personally and speedily, we aim to answer all calls promptly. 

• All staff will be helpful and polite and make sure you get the support, advice, or information you require.

• Due to the nature of our services, there may be times when it is not possible for a member of staff to answer the telephone. When this happens, staff will make sure that answer machines are switched on, that messages are listened to as soon as possible and that all messages are responded to promptly _– and certainly no later than the next working day.

• If you write to us we will make every effort to respond within 5 working days_.