Our service promise

We will…

Make it happen

Provide a helpful, timely and positive service to everyone – no exceptions

• Respond promptly
• Take time to understand your needs, acting on what you tell us, not assumptions
• Try our best to get it right first time
• Support you to find a solution, even when we’re not the right people to help
• Apologise when things go wrong; taking responsibility and ownership to fix it

Make it easy

Make our information and services easy to access

• Make it easy to get in touch
• Provide a personal service from a named contact
• Use clear and easy language – no jargon
• Tell you what will happen when and give updates
• Provide information that helps

Make it better

Use customer feedback to improve, building on what we do well and improving where needed

• Only ask for essential information to answer your enquiry and improve our services
• Highlight SCVO services that will support you in what you do – no pushy sales tactics and no pressure to engage
• Tell you what you can do if you are not happy with our response
• Act on feedback, telling you the changes we make to improve