Visitors will be greeted courteously within 30 seconds where possible of arrival in reception.

Visitors will be advised of waiting times, which should not exceed 5 minutes.

We will answer routine letters within 5 working days. Where the matter cannot be resolved within 5 working days an acknowledgement will be sent within 3 working days, with an indication of when a reply can be expected. This will be no longer than 10 working days.

We will answer the telephone within four rings (10 seconds).

Making a Complaint

Should the worst happen and you are not happy with any part of our service then New Charter has a complaints procedure.

You should make your complaint known either in writing to:

Mrs L. Stanfield,
Business Support Services Manager,
New Charter Building Company

Or by phone:
(0161) 331 2844

Or by email.

Everyone will be responsible for continuously improving and reviewing their delivery of service.

All sections will publish their fastest achievable response times for particular functions.

Everyone will be properly informed of New Charter's objectives.

All our customers have equal access to our service and understand what and how that will be provided and processed.

Everyone will be involved in the preparation and delivery of customer service objectives and standards.

Everyone will have the responsibility to deliver the goods.

All customers will be treated equally and according to their individual needs regardless of gender, age, race, ethnic origin, religion, disability or sexual orientation.

All customers will be treated with courtesy, honesty and respect. Confidentiality will be respected at all times.