Customer access strategy and service standards

In September 2008, we introduced a new Customer Access Strategy (new window PDF 598KB) and improved service standards, after consulting with users of our services to find out their particular needs and their views on the way the Council’s services are delivered.

Our aim is to ensure that all users of the Council’s services are satisfied with the service they receive, however they choose to contact us.

We will achieve this by:

• Being polite, welcoming and courteous and treating all people fairly and with respect.
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• Providing access to a number of methods of communication that suit the needs of all our customers.
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• Responding to customer enquiries in a timely fashion.
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• Attempting to answer all enquiries first time or ensuring that the enquiry is passed to the appropriate person for response.
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• Using information appropriately to determine where services require improvement.
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• Engaging with the users of our services to understand where improvements
  can be made.
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• Ensuring services are delivered in the most cost effective manner.

We will know if we have achieved this by:

• Continually measuring satisfaction levels of the users of our services.
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• Delivering the actions set out within the Customer Access Strategy.

Suggestions and feedback

Your views are important to us and we value feedback on our services and welcome suggestions about how we can improve them. We will act on customer feedback, whenever practicable, to help us improve our services or efficiency and focus on the needs of our customers.

If you are satisfied with a service we have provided, or with a particular member of staff or team let us know. We will make sure your compliments are passed on to the right person. You can:

• Email us at customerservices@suffolkcoastal.gov.uk.
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• Telephone our Customer Services team on 01394 383789.
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• Print off and fill in our compliments, suggestions and feedback form (new window PDF 11KB).

Follow this link for help with downloading and opening PDF files.

Complaints

We strive to provide the best possible service but things can go wrong. When mistakes happen or you think our performance is not satisfactory we want to know so that we can put things right and prevent it from happening again. Follow this link to find out how to make a complaint.