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Customer service standards

We are committed to providing high standards of service to the people who live in and visit our area

So we've adopted these standards to become an organisation that puts customers first.

We will:

  • Treat you politely and respectfully
  • Listen to you carefully and take your views seriously
  • Make sure our employees are trained to give you the help you need
  • Use plain language in all communications
  • Provide information in other languages and accessible formats on request
  • Arrange for an interpreter on request
  • Treat you fairly and in confidence.


When answering the telephone we will:

  • Aim to answer your call within five rings
  • Tell you who you are speaking to and the name of the service
  • Put calls through to the right place, first time
  • Take a message or give you the correct number to telephone if we cannot transfer your call
  • Return your calls within one working day.


When dealing with your letters and faxes we will:

  • Provide an acknowledgement when requested
  • Provide you with details of the person dealing with your enquiry
  • Respond within five working days.


When dealing with your e-mails we will:

  • Acknowledge the receipt of all e-mails within one working day
  • Respond within five working days.


When you visit our buildings we will:

  • Create an accessible environment that is welcoming, safe and friendly
  • Provide clear signage
  • Provide self service facilities for appropriate services
  • Greet you promptly.


When we meet you face-to-face we will:

  • Be on time
  • Wear name badges and show official identification on appropriate visits
  • Arrange a time and place for you to discuss issues in private
  • Where appropriate, make other arrangements to visit you if you cannot visit us.


When dealing with complaints, comments and compliments we will:

  • Provide you with information about how to report a complaint, comment or compliment
  • Record all complaints, comments and compliments and use them to help review and improve our services
  • Acknowledge all complaints within two working days
  • Respond to all complaints within 10 working days
  • Treat complaints confidentially and fairly
  • Tell you how you can take your complaint further if you are not satisfied with our response
  • Apologise when we are at fault and do our very best to put things right.


We will keep customers informed and involved by:

  • Producing accurate, useful and up to date information about the council and our services
  • Publishing annually our performance against these standards.


Our employees have the right to:

  • Work in a safe environment free from aggressive or threatening behaviour
  • Be treated politely and respectfully
  • Take appropriate action in confrontational situations.
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