Our bureaux waiting rooms can be very busy places. We have responded by making improvements to our waiting room management, with an improved reception service, triage interviews, information assistants and emergency appointment slots.

To assist in achieving continuing improvements in client service, we have introduced a comprehensive client feedback system, which enables us to monitor each aspect of our service, from initial reception through to helpfulness of the advice interview for the client.

As part of our service improvement programme, we have developed opportunities in waiting rooms for people to access information for themselves. Sometimes the information is sufficient for their needs, but in all cases, an advice interview is available.