We believe our customers are at the heart of everything we do.
Our customer service standards reflect our wish to provide an
efficient and courteous service. We will regularly review these
standards to see if our levels of customer service can be
improved.
The service can you expect
We believe that it is important that you should know what to
expect from us so we have set specific standards for our dealings
with you. Our guiding principles are that we will provide you
with:
- Individual attention.
- Clear information.
- An efficient service.
To achieve this we aim to:
- Publish details of our standards.
- Encourage you to give us feedback on how we are delivering our
services.
- Be positive and helpful to you.
What we will do for you
- Greet you in a friendly and professional manner.
- Treat you as an individual and give quality service to meet
your needs.
- We will answer your query immediately - otherwise we will call
you back.
- We will provide accessible services for all our customers when
you come to see us.
- We aim to see you within five minutes of your arrival.
- We will make you feel welcome and address any special needs you
have.
- All our staff will be easily identified by name badges.
- If your query is confidential we will offer you a private
area.
When you telephone us - we will answer
your calls within seven rings.
When you fax or write - we will reply
within ten working days.
When you email - we will acknowledge
your email within one working day and give a full response within
ten working days.
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.
How do I give compliments, suggestions or feedback?
The information on this webpage is also available in our
customer service standards leaflet (PDF
143KB).
Complaints
The Council strives 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.
Follow this link for help with
downloading and opening PDF files. Please note that
documents open in a new browser
window.