BE NICE TO THE STAFF
As we prepare to send out offers a very important issue has arisen and that is that the reception staff at all the offices have reported a high level of abuse including shouting, swearing and aggression.
This is just not acceptable. I don’t care how upset, frustrated and angry you might be. The reception staff didn’t cause your problem and are doing their best to help you.
So rule number 1 - BE NICE TO THE STAFF.
Some other ground rules you need to know.
Rule 2 ALL QUERIES MUST BE IN WRITING. email is fine. Letters are fine. Phone calls are not.
You need to know ;
They will not be able to answer questions about the offer. Nothing. Nada. Zero. Doesn’t matter how you frame the question, they can’t deal with offer queries.
You can find answers to Frequently Asked Questions on every claimant team website. They are available now and will be update soon
you can email questions that are not answered there to firstname.lastname@example.org OR email@example.com
Before emailing any question, please bear in mind that we cannot answer questions about:
• the confidential method the Council have used to calculate your offer;
• why your offer is different from someone else’s;
• why your offer can't go back more than 5 years from your earliest claim (it's the law).
PLEASE REMEMBER IF YOU QUERY YOUR OFFER THERE WILL BE A SUBSTANTIAL DELAY IN YOU GETTING PAID. This doesn’t mean don’t raise a query but make sure it’s worth it if you do.
One final point, just to re emphasise, if you must phone, please be patient with our hard working staff. They've been working round the clock for months to get the offer to you. If there's a real problem with your claim, they didn't cause it- but they can usually help fix it. Treat them with the dignity and respect they deserve. Explaining the issue clearly and calmly is always the best way to get results. If you’re angry try and calm down before you ring.
Staff are instructed to report abuse.