In line with all public services in Wales, we are monitoring the ongoing situation regarding Coronavirus (COVID-19) and managing the possible impact on the organisation.

 Our service users

We are currently responding to emails as normal. Our normal telephone service has been suspended, but if you leave a voice message we will try to call you back.

In line with the UK Government advice, we are making alternative arrangements to enable our staff to work from home. Accordingly, we are working to maintain our normal level of service and to try to remain accessible to all people who need us.

As part of that we will be likely to minimise paper correspondence. We would encourage you to contact us by email whenever possible.

Service providers

Where your ability to supply information that we request is compromised due to reduced capacity, we encourage you to liaise with us directly to discuss.

Most complaints arise from, or are made worse by, misaligned expectations. With capacity within services likely to be stretched, we encourage you to set realistic timescales with complainants regarding your ability to respond. Timescales can be extended in exceptional circumstances.

Where possible, you may wish to add automatic responses to email inboxes (reducing the demand for you to reply manually) and explain when complainants can realistically expect a response.

Further information will be given as the situation develops.