Our customer service standards reflect the vision and values of the Trust, supporting our strategy and our goal of achieving high levels of customer satisfaction. We welcome your feedback and use it to monitor and improve our performance.
What you can expect from us
Our approach
- We will always be polite, patient, honest, and helpful.
- We will listen carefully to your needs and concerns.
- If we cannot resolve your enquiry immediately, we will explain why and provide clear timescales for resolution.
- We will keep you informed about progress and expected timescales.
- Our services are accessible to all, with facilities such as hearing loops available at many locations. Please contact us for details.
- We can provide information in alternative formats (online information accessible by e-readers, large print, audio, Braille) and arrange telephone translations. Written translations are available within seven days upon request.
When you call us
- We aim to answer 80% of calls within 60 seconds.
- We will confirm your contact details for accuracy.
- We strive to resolve your enquiry at the first point of contact. If not possible, we will connect you with the right person or service.
- Callback requests left on our voicemail will be returned within one working day; those left with the customer service team within 48 hours.
- Our voicemail greetings are kept up to date if we are unable to answer.
- An out-of-hours emergency service is available when offices are closed. Please use this only for emergencies; routine enquiries should use normal channels.
When you email or write to us
- We acknowledge receipt of your email or letter promptly.
- We aim to respond to your enquiry within 5 working* days.
- Complaints are answered within 15 working* days after acknowledgment.
- If we cannot meet these timescales, we will contact you with an updated timeline.
- All communication will use plain, jargon-free language.
*Note: Working days exclude weekends, public holidays and the period between Christmas Day and 1st January.
When we visit you
- Our staff or contractors will allow time for you to answer the door or phone.
- They will provide their name and show identification.
- Your property and belongings will be respected.
- If you are not at home, a calling card with contact details will be left where possible.
- If we need to reschedule, we will notify you in advance and arrange a new appointment at your convenience.
Compliments, feedback and complaints
Your feedback is vital to our improvement. If you are happy with our service or have suggestions, please use our Contact Us form so we can recognise our staff and enhance our services. If you are dissatisfied, let us know so we can address your concerns promptly. If we cannot resolve your issue, you may wish to make a formal complaint.
We welcome all feedback, positive or negative, as an opportunity to improve, and commit to reviewing and sharing lessons across the organisation.
How you can help us deliver excellent service
- Use self-service options (website, online licensing, Lockie our online virtual assistant) where possible.
- Provide as much information as you can, to help us assist you efficiently.
- Report issues you encounter on our canals and rivers, such as low water levels, damage, or fly tipping.
- Understand your responsibilities as a customer, including compliance with license terms and respectful use of our waterways.
- Participate in customer satisfaction surveys and be honest with your feedback to help us improve.
- If someone contacts us on your behalf, please ensure we have your permission.
- Treat our staff and volunteers with respect. We do not tolerate rude, abusive, or threatening behaviour and may take appropriate action, including reporting to authorities or restricting access to our services if necessary.
