Customer charter

Our customer charter details the standards of service you can expect from us.

We will:

  • Be polite, listen and remain professional at all times
  • Provide you with clear, accurate and up to date information about our services and facilities
  • Make sure staff are well trained and knowledgeable about the services they provide
  • Give you a clear explanation of why we have made the decisions if we cannot meet your expectations
  • Endeavour to make Council premises and services accessible to everyone
  • Treat everyone equally and fairly regardless of race, family/marital status, gender, religious belief, age, disability or sexuality.

If you telephone us, we will:

  • Answer 85% of calls within 15 seconds
  • Inform you if your call needs to be transferred
  • Return your call within one working day if you leave a message
  • Leave up to date accurate voicemails with alternate contacts.

If you visit us, we will:

  • Keep our accommodation clean, tidy, safe, well-signed and welcoming
  • Wear identification
  • Resolve your enquiry as quickly as possible
  • Respect confidentiality and, where appropriate, provide private interview rooms
  • Endeavour to see you at your appointment time. If however, there is a delay we will keep you informed.

If we visit you, we will:

  • Clearly explain the purpose of the visit
  • Try to make a convenient appointment where appropriate
  • Let you know beforehand if we need to cancel or re-arrange an appointment
  • Be identifiable through our identity badges
  • Keep details of any intended visits. If you have any doubt about whether the visiting officer is genuine or not, please phone us for confirmation
  • Be polite and respect your home and your faith/beliefs
  • Contact you if the visiting Officer is running late for an appointment, providing we have your contact details.

General correspondence

If you email us, we will:

  • Send an acknowledgment within two working days of receipt
  • Provide timescales for a full response to be sent
  • Use plain and correct English
  • Provide details of the person dealing with the enquiry
  • If you ask us, provide an email response in large print.

If you write to us, we will:

  • Send an acknowledgement to all letters and faxes within five working days of receipt
  • Give timescales for a full response to be sent
  • Use plain and correct English
  • Provide details of the person dealing with this matter
  • If you ask us, provide information in Braille, in another language, on audio tape or in large print.

Documents

AttachmentSize
PDF icon Our Customer Charter.pdf1.27 MB