Customer Charter

“A progressive, smart and prosperous Borough. Inspired by our people. Driven by ambition.”

Be approachable and helpful, respectful and professional
Listen carefully in order to understand your needs
Respond quickly and efficiently to requests for Council services (see Staff Charter for timescales)
Give you straightforward information about our services and facilities
Ensure our services and facilities are accessible for everybody
Treat everyone equally and fairly
Be open and accountable
Respect your confidentiality
Consult customers about our services and welcome feedback.
Make reasonable adjustments to ensure access to services for all
Make information available on request in accessible formats e.g. large print
Have an interpretation service available and/or other support if required (this may require an appointment)
Ensure the website is in large text and speech output displays for people with impaired sight
Ensure any Council officer who has to visit your home, will show an official identity card without being asked. (If you have any doubt about the authority of a particular officer, check by phoning the Council)
Try to resolve problems as soon as possible and encourage customers to raise concerns. If your complaint cannot be resolved informally, we have a formal complaints procedure
Monitor our customer service against the standards we have set in our Customer Charter in order to improve our service delivered to you our customer
Aim to answer 70% of all queries at first contact or we will connect you as quickly as possible to the person you need to speak to.

Wear name badges, where applicable
Acknowledge customers on arrival and aim to see them within 5 minutes
State the Council’s name when answering switchboard and/or when answering the telephones will state their name and section
Answer all telephone calls within 20 seconds
Where possible when someone is not available, take a message, offer voicemail facility or arrange for someone to ring you back
Respond to voicemails within one working day of receipt
Acknowledge receipt of written enquiries within 3 working days and respond within 10 working days
Respond to stage 1 complaints within 5 working days (see Feedback page)
Acknowledge a stage 2 complaint request within 3 working days
Respond to stage 1 complaints within 20 working days
If an investigation into a stage 2 complaint takes longer than 20 working days, we will write to the customer, advising of revising time limits, and providing updates on progress
Provide contact details (job role, email and phone number) should the customer need to contact them again
Will communicate in plain English free of unexplained technical language
Direct customers to the correct service provider, when the customer is asking about a service outside the Council (See Useful Contacts - Services Which The Council Is Not Responsible For)
Receive ongoing customer training.

We seek to provide easy access for all visitors to our facilities
Our facilities will be clean, welcoming and provide information about the council’s services
If your appointment is delayed by more than 5 minutes, we will give you an explanation.