We are constantly seeking to improve the way we work and the quality of service we offer. This is one of our Departmental values and we take it very seriously.

We will provide you with information about our services and a public enquiry point for telephone callers to help you or to put you in touch with someone who can.

The Department’s website provides information on a wide range of topics for children and families, young people, employers, parents, school governors, teachers and much more.

The Popular Questions section on the website provides the answers to the most frequently asked questions, enabling customers to access information quickly and efficiently.  If you can’t find the information you need on the website you can contact the Department’s Public Communications Unit.

The Unit answers queries directly, puts people in touch with subject experts elsewhere in the Department and gives access to a wide range of information sheets and publications.

You can contact the Public Communications Unit:

• by letter at Public Communications Unit, Department for Children, Schools and Families, Sanctuary Buildings, Great Smith Street, London, SW1P 3BT

• by telephone on 0870 000 2288

• by fax on 01928 794248

• by Minicom on 01928 794274

• by e mail at info@dcsf.gsi.gov.uk

• In 2008-09 the Public Communications Unit dealt with 171,112 telephone, e mail and letter enquiries.

We will answer your letters and emails clearly and within 15 working days of receipt.

During 2008-2009, the Department replied to 46,381 letters and emails (excluding letters from MPs) of which 95 per cent were dispatched within the 15- day deadline. We will continue to monitor our performance closely. We are continually improving our IT systems to speed up the movement of letters within the Department. We would like to make more use of telephone and e mail replies. You may wish to quote your telephone number and/or e-mail address on your letter if this form of reply would suit you.

The Department is currently developing a new customer service strategy and we will set out these revised goals and standards online shortly.