We aim to provide high quality services and information and our customer care charter sets out the targets we work to when delivering services. These standards relate to the whole council. Some services have further specific standards but we will tell you where these apply.
We aim to:
offer a friendly, welcoming and professional service
make our services, reception and public areas fully accessible
listen carefully to your question and give you the most appropriate and full reply as possible
advertise our opening times and emergency contact details when our offices are not open
offer a range of ways you can contact and communicate with us
treat everyone politely and fairly
Answering phone calls and text messages
We aim to:
answer your call within 6 rings / 20 seconds. If we are very busy and your call joins a queue we aim to put you through to a customer advisor within 60 seconds
answer your call clearly stating our name and service
put you through to the right place first time if it is necessary to pass your call to someone else, and tell you who you are being transferred to
take your number and call you back within 2 working days if we need more time to answer your question
respond to your text message or phone message within 2 working days
Responding to letters, faxes, emails and web forms
We aim to:
send an acknowledgement within 5 working days and a response in full to your letter within 10 working days of receiving it. Where a full response cannot be given, we will update you regularly
send an acknowledgement within 2 working days and a response in full to your email, fax or web form within 5 working days of receiving it. Where a full response cannot be given we will update you regularly
give you details of who is dealing with your enquiry and their contact details
Meeting our staff
We aim to:
deal with your questions within 10 minutes of you arriving at our public offices, or give an explanation for any delay
be on time for appointments, let you know beforehand if we need to change it and give you an explanation for the delay
make sure that the first person you deal with either answers your question or passes you onto the right person
make sure private rooms are available in our public offices if you wish to speak about a private or confidential matter
treat you and your property with respect
Information
We aim to:
produce information about services that is accurate, accessible, useful and up to date
tell you how to get information in other languages or formats such as large print or audio tape
hold personal information about you securely in line with the Data Protection Act
Please can you:
treat our staff with courtesy and respect. We will not tolerate rude or abusive behaviour
give us all relevant paperwork and as much information as possible so that we can deal with your enquiry as quickly as possible
arrive on time and let us know beforehand if you need to cancel or rearrange an appointment
give us advance notice if you need a signer, interpreter or translator
be reasonable with your requests and demands
let us know if you are unhappy with the service you have received
Different timescales apply to correspondence dealt with under the compliments, suggestions and complaints procedure and other legally defined periods for responses, such as Data Protection and Freedom of Information.