Customer Care Standards


The Cambridge Pringle Group is committed to providing an efficient and effective delivery of first class service to all its service users and partner agencies.

We aim to:

  • Deliver services in an inclusive and fair manner, without discrimination, prejudice or bias.

  • Deliver the following standards whenever and however you contact us.

  • Try to ensure that partners and other agencies also deliver services of a similar high standard.

We will:

  • Be polite and treat you with courtesy, fairness, honesty and respect.

  • Listen to you carefully and use Plain English when we  write to you.

  • Explain our decisions and the reasons for them.

If you contact us by telephone:

  • We will aim to answer calls within 30 seconds.

  • We will greet you courteously and let you know who you have contacted.

  • Wherever possible a person will answer your call during normal working hours.

  • If you call out of normal working hours there will be a message with a number directing you to a member of staff.

  • If a person is not available or our office is unmanned, we will use an answerphone which will be checked daily.

  • If we have to pass on your call, we will obtain details and purpose of your call  beforehand.

  • We will try and give you a full answer to your telephone enquiry immediately, or respond within 3 working days.

  • When we call you, we will give you our name, tell you we are calling from The Cambridge Pringle Group and explain clearly why we are phoning.

If you contact us by letter, email or text message:

  • If contacting us by email or text message, we will aim to answer your query within 3 working days.

  • If we can’t answer you fully within those timescales, we will inform you in writing.  We expect to answer 95% of enquiries in full within 10 working days after you contact us.

If you visit us:

  • We aim to see you within 10 minutes when you do not have an appointment.  If you have an appointment, we aim to see you within 5 minutes of that time.  It is very helpful if you arrive a few minutes early and let us know if you are delayed or have to cancel.

  • If we are delayed we will explain why, tell you how long you may have to wait and give you the option of coming back on an alternative day and time.

If we visit you:

  • We will normally agree a time with you in advance, and if not we will be happy to return another time if our visit is not convenient.  This may not always be possible if the action is to investigate a maintenance issue. If necessary, we will let you know as early as possible if we are delayed or have to cancel a visit.

  • We will always introduce you to any new member of staff.  However if you are unsure you make a phone call to our office to confirm who we are before allowing us access.

  • Please DO NOT let anyone into your home unless you know them or have checked their identity card.

Keeping you up to date:

  • Provide all new residents with an Information pack for residents and make this available to existing service users upon request.

  • Provide a user-friendly company website containing up-to-date information.

Comments, compliments or complaints:

  • The Cambridge Pringle Group welcomes feedback on its services whether in form of comments, compliments or complaints.  This enables us to adapt our services to further meet your needs.

  • You can also give us your feedback or suggestion by completing our Customer Comments online form available on our website.

You can contact us by:

  • Telephone: 01223 223822

  • Email:

  • Facebook: