Updated 20 February 2013
Customer Service
Debt Management is committed to providing a consistently high standard of customer service. Here you can find out more about how we aim to do that.
Our Performance
Debt Management has a responsibility to protect the public purse. The tax payer has every right to be assured that recovery targets are being met.
For 2011-2012 Debt Management recovered £375.5 million against a target of £370 million.
At the same time we endeavour to engage with everyone who contacts, or is contacted by, Debt Management in a helpful and professional manner. With that in mind we also need to make sure that we answer as many calls as possible during working hours. Our current target for this is set at 90%. Year to date results for 2011/12 show that we surpassed this by achieving a figure of 93.81%. Although we are encouraged by this achievement, we want to attain even better results in the future.
At the same time we endeavour to engage with everyone who contacts, or is contacted by, Debt Management in a helpful and professional manner. With that in mind we also need to make sure that we answer as many calls as possible during working hours. Our current target for this is set at 90%. Year to date results for 2011/12 show that we surpassed this by achieving a figure of 93.81%. Although we are encouraged by this achievement, we want to attain even better results in the future.
In terms of our overall service delivery, results from the 2012 Customer Satisfaction Survey showed that 93% of Debt Management customers are satisfied with the level of customer service received. Whilst this confirms that the majority of the people we are in contact with value our efforts we are committed to building on those results in subsequent surveys.
Our Customer Service Standard
Our Customer Service Standard tells you about the standard of service we aim to provide in our day-to-day work. It also tells you how you can give us feedback and what to do if things go wrong.
- Who we are and what we do
- Our standards
- What we ask of you
- When we contact you
- Giving you advice and information
- What to do if things go wrong
- Contacting Debt Management
Our Customer Service Standard is also available in PDF format.
- The Debt Management Customer Service Standard (64KB)
- The Debt Management Customer Service Standard (Welsh) (65KB)
- The Debt Management Customer Service Standard (large print) (67KB)
- The Debt Management Customer Service Standard (Welsh large print) (69KB)
To get our Customer Service Standard in other formats, such as large print, Braille or audiocassette or in other languages, please contact Debt Management. It is available in the following languages:
- Arabic
- Bengali
- Chinese
- Gujarati
- Punjabi
- Somali
- Urdu
- Vietnamese
Customer Service Awards
In 2010 Debt Management was proud to achieve Customer Service Excellence (CSE) accreditation. CSE is the Government standard which allows public services to demonstrate their practical commitment to customer focus and customer engagement. Debt Management has retained that accreditation at each yearly assessment to date.
In January 2011 all five of Debt Management’s Contact Centres achieved Customer Contact Association’s (CCA) ‘Global Standard’ confirming their industry leader status in customer service. The CCA is the premier professional body for organisations involved in contact centre work. A programme of periodic re-assessment will ensure that they maintain the required standard.
DWP Customer Charter
Debt Management is part of the Department for Work and Pensions. We aim to provide a high quality and efficient service to all our customers. The DWP Customer Charter sets out the standards you can expect from us and what your responsibilities are in return.
