We have listened to the views of our customers to develop principles by which we provide services. We have also tried to learn from other organisations that have a reputation for providing good service - we want to make doing business with us a good experience.
We are accessible
Our Floodline and Incident Hotline phone numbers are available 24 hours a day. Our main office working hours are from 9am to 5pm, Monday to Friday and our National Customer Contact Centre is open from 8am to 6pm, Monday to Friday. Public registers which hold local environmental information, are available at our offices between 9.30 am and 4.30 pm.
We are knowledgeable and authoritative
We will always try to make sure that our staff are well informed, reliable and confident, and that the information they give you is up to date.
We are accountable
Our staff will normally wear name badges (some staff carry identification cards instead) and give their names on the phone and in all letters and email messages.
We are fair and inclusive
We will always try to treat you fairly and consistently. We recognise that we have a huge range of customers with different needs, and aim to make sure that nothing stands in the way of everyone receiving the same good service. We provide a service in English and Welsh for customers living in Wales and under the terms of our Welsh Language Scheme.
We provide access to our sites for those with disabilities. For the hard of hearing, a minicom service is available by calling 08702 422 549. We cater for others within our varied society, by offering translations of relevant written information. We can even speak to you in your preferred language using an interpreting service from Language Line (a company that provides a confidential telephone translation service in over 150 languages).
We are polite, sensitive and respectful
We want to fully understand your needs. Our staff will behave in a polite and professional way and respect your rights. In return we expect our staff to be treated properly. We will not tolerate verbal or physical abuse against them.
