Customer Care Standards

ISHA has a set of promises about the service we will provide to anyone contacting ISHA or visiting the office. We call these our Customer Service Standards and they are our commitments to you.

The Service Delivery Team is responsible for the management of all calls coming in to the office, and the resolution of queries and repair requests being taken at the first point of call.

Standards for telephone

Our phone lines are open on weekdays between 9.00am and 5.00pm. We check the office answer-phone daily

We will always give you our name so that you know who you are speaking to. We aim to answer the phone within 5 rings.

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 six hours.

Reception / personal callers

The reception area is open to greet customers at 9am. Our office opening hours are between 9.00am and 5.00pm on weekdays.

Staff will wear their ID badges at all times when in the office.

Staff will be friendly, welcoming and make sure you know the name of the person you are speaking to.

Staff will attend to people ringing the bell in reception within 30 seconds.

Information about our services and opening times will be clearly visible in reception. If there is information missing, the Service Delivery Team will be happy to find it for you.

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.