Summary of LFE’s Customer Service Standards:

Phone Calls

  • Maximum 6 rings before answering calls
  • Maximum response time to initial phone enquiries is 2 working days (or within 2 working days of the required member of staff’s return to work)
  • Mobile phone messages returned within 1 working day (or within 1 working day of return to work)

Emails

  • Acknowledgement within a maximum of 2 working days (unless later deadline is specified by the customer)
  • ‘Out-of-Office’ email responses (weekend or after business hours) are followed-up within 2 working days of return to work

Written Correspondence

  • Response to enquiry made within 2 working days