Our commitment to you

We are open and honest: we demonstrate open, honest, collaborative, positive and ethical behaviour in our dealings with all in order to solve problems and achieve our shared business goals.

We are respectful: we respond professionally and positively in all situations, recognising all aspects of diversity.


We have the confidence to challenge: we have the confidence to challenge and accept we will be challenged in order to achieve ‘best for the alliance’.

We trust and are trustworthy: we do what we say we will do and trust others to do the same.

We are safe: our main priorities are safety and wellbeing – which we implement every day.

We are sustainable: we strive to take a sustainable approach in order to have a lasting and positive impact on the environment and communities where we work.

In dealing with you, we will:

  • Answer your telephone call between the hours of 0800 and 1800 hours, Monday-Friday
  • Respond to your telephone or voicemail message within one working day
  • Respond to your written correspondence within three working days
  • Acknowledge your complaint within three working days
  • See you promptly on arrival at our office
  • Make a private room available if you need it or offer you an appointment if you prefer
  • Visit you at a place convenient to you

What we expect from you in return is to:

  • Be polite and treat our staff with respect
  • Be patient and understand the constraints in which we work
  • Clearly explain your query and provide us with all of the information we need to help you
  • Be on time for appointments and let us know in plenty of time if you need to cancel or rearrange
  • Advise us in advance if you need any additional assistance, such as an interpreter or information provided in a different format
  • Refrain from using inappropriate language or aggressive behaviour as this will not be tolerated

If you would like to see this information in another format, please use our webform.