Contact with our staff
In carrying out their duties, our staff are required to behave in a professional and courteous manner, whether the contact is in person, on the phone or through correspondence with you.
Our staff have a right to go about their duties safely and without obstruction or threat of abuse or physical harm. If subjected to such behaviour they have the right to discontinue the telephone call or meeting.
Customer service standards
We aim to reply fully to all enquiries within 5 working days of receipt. If the issue takes longer than this to resolve, we will explain to you why there is a delay and when you can expect to receive a full response.
We will not reply to rude or abusive emails, calls or letters.
We are committed to being open and accessible, and want to make sure our services are accessible to everyone. We realise some applicants may experience barriers making a grant application or accessing our services. If you experience or anticipate any barriers within the application process or require help to make an application or accessing services and information, please contact us for information on the type of support that we can provide.
You can contact our Enquiries team by telephone on 0845 300 6200 or 0845 300 6100 or by using the form below.
Our regular office hours are 9am to 5.30pm Monday to Friday.