Customer Service Standards

We will listen to you, learn from your feedback, and act on what you tell us.

We Will Listen

You can talk to us in a way that works for you. Whether that be by phone, email, face-to-face, messaging us online, via assistive technology, or by putting pen to paper and writing us a letter.

We Will Share

We’ll share information on the things that affect you as soon as we can. 

We Will Learn

We’ll learn from what you tell us, and we’ll share what we’ve changed on our website.

We Will Get Things Done

We’ll work on the things that matter to you the most and act as quickly as possible.

White Phone Icon in Teal Circle Call us on 0300 304 5000 and we’ll pick up as soon as we can, or we’ll call you back if you don’t want to wait.

White envelope icon in a teal circle Send us a message via the website,, or Your Online Account.

White envelope icon in a teal circle Send us an email at and we’ll personally write back to you.

White three person icon in a teal circle If you’d like to see us face-to-face, we can arrange a meeting at a time that’s convenient to you. Call us on 0300 304 5000

White letter icon in a teal circle Write a letter to us at 
Centre Place, 
Prospect Close,
Essex, SS1 2JD.

We will get back to you within 5 working days.

Looking for more?

All our service standards can be found on our Service Standards page