Regardless of the format (for example, large print, braille, audio tape) or the language used,the same standards will apply. These are minimum standards and more stringent standards may apply in certain circumstances.
Where correspondence involves a number of service areas, the correspondent will receive a single response from a lead officer or service whenever possible.
Where correspondence requires a substantive response and this cannot be sent within 5 working days, officers will endeavour to respond within the 5 working days from receipt. A full response, or a holding response informing the correspondent ofthe reason for the delay, will be sent within 20 working days of receipt of the original correspondence.
Any response to correspondence received will be in the same format and language as the original correspondence from the customer, or will be in the format that the customer has requested.
All outbound letters must comply with either the corporate letter format, or the format of a partnership group that the correspondence relates to, including the use of fonts, branding and letterheads. These are available from the Communications Unit.
Outbound email must be compliant with the Internet Usage Standards, available from IT Security and must use the fonts specified in the corporate letter format.
The language used in outbound correspondence must be clear and easy to understand.
Outbound correspondence must identify the originator of the correspondence (either an individual, or a small work team), who the customer should contact if they wish to respond to the correspondence (including a contact telephone number, email address, fax number and postal address) and the date the correspondence was sent. Where appropriate, the correspondence should include information on where further advice about the subject of the correspondence can be obtained, including contact details or location.