Customer Service Standards

We comply with Education Leeds corporate customer service standards. In particular, we will:

• Act in a polite and courteous manner
• Consult widely and give all views fair and consistent consideration
• Use plain English
• Uphold all meeting commitments, and be punctual
• Provide office cover Monday to Thursday 8.30 – 17.00 and Friday 8.30 – 16.30.
• Answer the phone within 6 rings (20 seconds).
  • Take messages for colleagues who are unavailable.
  • Acknowledge phone messages within 24 hours.
  • Respond with an answer within 3 days (or advise why this is not possible and an alternative timescale).
• Acknowledge e-mails within 24 hours and answer your issue within 3 days.
  • If this is not possible we will explain why and provide an alternative timescale
  • Use out of office messages to advise our expected return when out of the office for longer than 24 hours, and also provide alternative contact details.
• Acknowledge correspondence within 3 days and answer your issue within 10 days
  • If this is not possible we will explain why and provide an alternative timescale.

To actively encourage and use your feedback to improve our service we:

• Send a questionnaire to Heads, Chairs of Governors, Councillors and Education Leeds and Council officers at the end of the informal review process.
• Seek feedback from the Education Leeds Executive Team.
• Provide for additional feedback at any point to:
• Mail to: School Organisation Team, Education Leeds, 9th Floor West, Merrion House, 110 Merrion Centre, Leeds, West Yorkshire LS2 8DT.
• Email to: educ.school.organisation@leeds.gov.uk
• Inform you how we have responded to your feedback.
• Provide these mechanisms in addition to formal public consultation processes.
• Include feedback forms in public consultation documents.

Additional Notes:

We aim to be accessible to everyone. If you would like this document in Braille, Large Print, on tape or in electronic format, or in a language other than English please contact us on 0113 2243311