Strategies and policies

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Strategies and policies

Unacceptable Customer Behaviour Policy for Customers

We believe that all customers have the right to be heard, understood and respected. We work hard to be open and accessible to everyone. However, on a small number of occasions customers may act out of character in times of trouble or distress. It is these behaviours and actions that we aim to manage under this policy.

Value for Money Strategy

Delivering VfM is integral to what we do; this means measuring our costs relative to the quality of service we deliver and what it means for our customers.

Vulnerability, Protected Characteristics and Reasonable Adjustments Policy

This policy will support colleagues to provide an accessible and inclusive service to all our customers and will ensure that we do not discriminate by not recognising, responding and recording a disability.

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