Customer service standards
We have made promises about the service we will provide to anyone who contacts us by phone or visits the office. These are our Customer Service Standards, and they are our commitments to you.
For telephone callers
Our main phone line is 0300 131 7300.
Our phone lines are open Monday to Friday between 9.00am and 5.00pm.
- We will always give you our name so that you know who you are speaking with.
- We will try to resolve your call for you.
- If we cannot resolve your call immediately or connect you straight away with someone who can, we will take your details and call you back within an agreed time.
For personal callers
If you want to visit us, call 0300 131 7300 or email isha@isha.co.uk to arrange an appointment with one of our staff members. Staff will be friendly and welcoming and ensure you know the name of the person you speak with. Information about our services and opening times is clearly visible at reception. If you need more information, the receptionist will be happy to provide it.
Accessible standards
We provide special services for people with hearing or sight problems (loop induction system, publication in large print or Braille). We will provide translation or interpretation on request for people who do not have English as a first language.