Customer Feedback

Estate Support Service is committed to providing a high quality service. We welcome your feedback on how we are doing, whether as a suggestion for improvement, a compliment, or a complaint. This information will help us continually improve.

You can contact us by:

  • Telephoning our ESS Helpdesk & Admin Team on 0191 222 7171
  • E-mailing your feedback to ess-feedback@ncl.ac.uk
  • Completing our online feedback form
  • Writing to our ESS Helpdesk & Admin Team at 1st Floor, Agriculture Building, Newcastle upon Tyne, NE1 7RU
  • Calling in to speak to one of our Helpdesk & Admin Team in person at 1st Floor, Agriculture Building.

Complaints

We want to put things right as quickly as possible :

  • This may usually be done if you speak directly to the member of ESS staff providing the service.
  • If you are still unhappy following that discussion please contact us by any of the methods above.
  • We will acknowledge receipt of your complaint within two working days and inform you as to who is dealing with your complaint and how to contact them.
  • We will then investigate your complaint in detail and provide you with a full written response within ten working days.

Compliments & Suggestions for Improvement

  • We will acknowledge receipt within two working days, pass on your compliment or inform you who is dealing with your suggestion.
  • We will come back to you with regard to any changes made as a result of your suggestion.