When we invite you for an appointment we will:

• See you at the time we agreed with you
• Contact you if we change an appointment explaining why
• Rearrange it for a time that is good for you

When you see us we will be:

• Clearly identifiable by wearing our Waltham Estate RMO identification card
• Introduce ourselves clearly and courteously

When you ring us we will:

• Answer your call in 20 seconds
• Speak clearly, telling you our name, office and let you know who has responsibility for dealing with your request
• Call you back when we say we will

When you ring us we will:

• Acknowledge your enquiry within two working days
• Send a full reply within ten working days
• Let you know the name of the person dealing with your enquiry
• Be open, honest and do our best to put things right quickly

If things go wrong we will:

• Acknowledge any complaint you make within two working days
• Reply to your complaint within ten days and offer you the right of appeal if you don't agree with our reply

Getting in touch with us we will:

• Provide a range of ways for you to contact us including face-to-face, by telephone, by fax or email
• Offer you a home visit if required and make an appointment to visit you quickly

To help us deliver a great service, you can help by letting us know:

• if you are not happy with our services and we can try to address the matter for you
• your ideas for changing and improving services