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Our Promises / Customer Care Standards
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When you do contact us we aim to achieve the following standards
To do this all staff will work to the following:
Telephone Enquiries (Non emergency)
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Telephone calls will be answered in a courteous and professional manner |
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Our location and name will be given on answering the call |
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If a call has to be transferred we will endeavour to connect you to the correct person or take a message if the contact is not available |
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We will not intentionally ignore a ringing telephone |
Written Communication
When you have written to us we will:
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Acknowledge receipt of your correspondence by telephone wherever possible and send a written reply within 10 working days |
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Let you know why and when you can expect a full reply, if we are not able to reply within the 10 working days |
When we write to you we will:
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Include thanks for the correspondence |
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State who is dealing with the issue |
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State what is being done |
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Give name and contact details of person dealing with the issue |
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Give a timescale for any intended actions |
Face to face communications
All visitors will be:
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Greeted in a courteous and friendly manner |
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Directed to the most appropriate person to assist them with their enquiry where possible or given the information required |
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Given an explanation of why information they have requested is not available at the time of their visit |
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Email communication
Emails will be:
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Acknowledged within 2 working days, where possible |
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Replied to in full within 7 working days or an explanation given where this is not possible |
Internal Communications
As an extension to Shropshire Fire and Rescue Service's policy statement on Equality and Fairness, these care standards refer equally to our internal customers.
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We employ 7 wholetime and 2 retained
female firefighters' |
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Station Officer Tony Derricutt, right, discusses the Fire and Rescue Service with members at the Members' Open Day held at Telford Central fire station, October 2005 |
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Firefighter Experience days are held at Training Centre at Telford Central fire station.
Pictured are some of the attendees with Lynn Hosking, Youth Officer, left and Pete Hawkins, Training Instructor, right. |
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Firefighters' at one of the numerous Road Traffic Collisions they attend each year |
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Comments or feedback on the Customer Charter
You can provide comments or feedback on our Customer Charter by:
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