Customer service

Advantage West Midlands is committed to delivering efficient and high quality services. In doing so, we aim to deal promptly, courteously and professionally with enquiries from our customers and stakeholders. With this in mind Advantage West Midlands will endeavor to adhere to the following:

Telephone calls

We will answer telephone calls promptly within six rings where possible and ensure that all enquiries are dealt with courteously, professionally and effectively. Staff will arrange for their phones to be answered when they are absent.

Letters and emails

We will answer your letters and emails promptly and clearly. We will deal with all requests for information within the 20 working days deadline set by the Freedom of Information Act 2000.

Appointments

If a meeting is arranged we will meet you at the allocated time and inform you promptly of any delay and the reason for it.

Provision of information

We aim to be an open and transparent organisation, and to proactively publish the information that our customers and stakeholders require. We will provide clear and easily understood information about Advantage West Midlands' services or direct you to a member of staff who is able to provide this.

Payment of bills

All correctly documented invoices from suppliers and partner agencies will be paid promptly, normally within 30 days of receipt of the invoice.

Improving our standards

Advantage West Midlands welcomes comments and suggestions from anyone who uses our services. We are committed to improving our standards wherever possible on how we can improve our service delivery in the future.

Feedback is a valuable aid to us in developing our future strategy and how we can best deliver our services to local people and partner organisations in the region. Please provide your comments to the Head of Board Support and Internal Communications whose contact details are at the bottom of the page.

Complaints

If you have a complaint about any of our standards of service or the way we have handled a request for information please let us know. We will listen and respond to comments, suggestions and complaints from our customers and partners regarding our services, with the intention of putting things right and ensuring that problems do not re-occur. View our complaints procedure (pdf) for more information.

Your Advantage West Midlands contact

Deborah Lawrenson
Head of Board Support and Internal Communications
deborahlawrenson@advantagewm.co.uk
T: 0121 503 3547

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