Mystery shopping held last year highlighted three service gaps, these were;

• responding to letters
• providing information
• visiting people at home

After consultation with staff & residents, three new service promises were developed.  They are;

Responding to letters

"We aim to acknowledge receipt of letters within 3 working days.  You will normally receive a full written reply within 10 working days"

Providing Information

"We will try to ensure we understand your specific needs by asking appropriate questions and will then send the appropriate documents within 3 working days of the initial request. If for any reason we cannot provide the documents within 3 working days we will write and tell you this with a reason and what the expected timescale will be.

"If you want an Officer to visit you at home we will make an appointment and will aim to visit within 10 working days"