Our service promise

What can I expect if I phone you?

The phone should be answered within five rings.

You should hear, "good morning or good afternoon" and be told the name of the person who has answered you.

The person speaking should be friendly, positive and efficient. They will ask you for your name and the reason you are calling.

Every effort will be made to connect you with the person who can best help with your request.

If that person is not available, if possible, you will be told when it is likely that you will be able to speak with them. You can ask for them to ring you back or you can leave a message for them.

Of course, you can always decide to speak with someone else.

What can I expect if I visit the Office?

The receptionist should greet you in a friendly manner and will ask for your name, who you wish to see and why you want to see them. This will allow the person who comes to see you to be prepared to answer your questions.

You may be asked to wait in reception until the person you need to see is available. If this happens, you will be told how long this is likely to take.

If the person you need to see is not available, a time and date can be arranged for you to see them. Of course, you may wish to see someone else.

Interview rooms are provided so that you can discuss your business in private.

All our staff should wear name badges so that you can identify them.

What if you visit me at home?

Normally, we will only visit you at a time that you find suitable.

You will be given as much notice as possible of a specific time for the visit. Please remember that there can be hold ups and staff can be delayed. When possible you will be informed of any expected delay.

Arranged visits will only be cancelled if an emergency arises.

When our officer arrives he / she should show you an identity card that includes their photograph. If they do not, ask them to show it. DON’T LET THEM IN IF THEY HAVEN’T GOT AN IDENTITY CARD.

What if I write to you?

If you write to us you should get an answer within a week.

Of course, there are matters that take longer than this to sort out. If this is the case you should receive a first reply within the week and a full answer within a further fortnight.

Should we not be able to meet this standard because of someone’s absence or the need to get information from elsewhere, we will explain this to you.

All our letters will be in plain English or Welsh, depending on the language of your letter, and will clearly answer any queries that you have raised.

What if we fail to meet these standards?

If we fail to meet the promised standard then please speak to Janet Jones by telephone on 01443 743245 or you may write to her Mrs J Jones, Peformance Manager, Freepost RRKG-AUCU-EZTS, Cynon Tâf H A, Unit 4, Navigation Park, Abercynon, Mountain Ash CF45 4SN (no stamp will be required)

Unit 4,
Navigation Park,
Abercynon,
Mountain Ash
CF45 4SN
Phone: 0345 2602633
Fax: 0345 2602634
Email: ctha@cynon-taf.org.uk

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