For Educational and Social Care Transport Services

24×7 is committed to delivering excellent customer service.
We have a straightforward approach to customer care, which is that we treat our customers as we would like to be treated ourselves.
As a service provider on behalf of local authorities/councils, we define ‘customers’ as:

• County councils, district councils, and unitary bodies with whom we hold contracts or hope to seek to hold contracts.
• Educational and social care establishments with which we are engaged in accordance with the afore-mentioned service contract activities.
• Staff of all of the these authorities and establishments
• Our passengers
• The parents and/or carers of our passengers.

Enquiries/Complaints/Lost property

If you think that an item has been mislaid in the vehicle, please enquire with the driver on your next journey in the first instance. If this is not appropriate, or if you prefer or wish to, please contact us on 01279 661 661.

For all other enquiries or complaints, please contact us on 01279 661 661.

Our Commitment to You

We will be polite, courteous, and will do our utmost to assist you effectively and without undue delay.

Your Commitment to Us

You will provide us the information we need in order to help you, and you will treat our staff fairly and with respect.

OUR CUSTOMER CARE STANDARDS

Contact by Telephone

We will:

• Aim to answer the telephone within 20 seconds (six rings) during normal working hours.
• Attempt to resolve your query at the first point of contact. If this is not possible, we will pass your call to someone who can help and ensure that you have the name of the staff member dealing with your enquiry.

Contact in Writing

We will:

• Aim to respond to standard written enquiries within two working days of receipt and aim to include a resolution. If the issue is more complicated and might take longer to resolve, we will provide you with a timeline for its expected resolution.

Contact by Email and SMS (Text Messaging)

We will:

• Aim to respond to emails sent to us or text message enquiries within 24 hours, except at weekends or during bank holidays. As a minimum, we will provide acknowledgement within one working day that states the anticipated timescale for resolution. Emails and text messages of an urgent nature will be prioritised for immediate attention.

What We Ask of You

Our colleagues – as do you – have the right to be treated with respect and dignity.

They must not be me met with with rudeness, abuse, or threatening behaviour. If such behaviour is encountered and persists, our staff may not continue to assist you. Should this arise in a vehicle, the matter will be reported to the relevant authority for further investigation.

24×7 will take appropriate action in respect of any individuals who are abusive to staff, including – if the abuse is from a passenger – making a recommendation to the relevant council that travel entitlement be withdrawn.

Contact Times

Opening Hours

Monday to Friday between 09:00 to 17:00

Out-of-Hours

A messaging service and/or a divert option will be in place. Messages via telephone, email, and SMS (text) will be monitored from 06:00 to before 09:00 and after 17:00 until 22:00.

Drivers/Escorts

Drivers and/or escorts will normally provide their direct mobile numbers to parent and carers so that any day-to-day transport requirements can be immediately addresses.