We want to be clear about the service you can expect from us. That’s why we’ve been working with customers to create a new set of Service Standards that explain what we do, how we do it and what happens if we don’t get it right.

These standards have been created with customers during a series of focus groups across our communities and are designed to help make our services more transparent, consistent, and accountable.

Rather than focusing on internal processes, they set out our commitments in a way that matters to customers.

Each Service Standard explains:

• What the service covers.
• What you can expect from us.
• Any timescales or key stages involved.
• How we monitor our performance.
• What you can do if we don’t meet the standard.

They give customers a clear way to understand the service they’re entitled to receive and provide a benchmark against which we can measure our performance.

You can view the different standards and commitments below.