Our aim is to provide our customers with an excellent,
consistent and reliable service. These are the standards
that you can expect:
We will:
- Respect all of our customers, dealing with them in a fair,
objective, polite and helpful manner.
- Respond as quickly as possible to all requests for information
or services.
- Respect your right to privacy and confidentiality.
- Actively seek your ideas and feedback, acting on them where
appropriate.
- Apologise if we get it wrong and put it right as quickly as
possible.
- Ensure our services are as accessible as possible.
- Seek to deal with enquiries at the first point of contact until
they are resolved.
- If we pass your enquiry to someone else we will confirm how
long it will take to be resolved.
- Seek to provide interpretation, translation or other support if
requested (an appointment may be required).
- Insist that partner organisations delivering services on our
behalf apply our standards as a minimum.
If you visit us:
- We will aim to deal with your initial enquiry within 10 minutes
of your arrival, or let you know if you have to wait longer.
- We will keep our reception areas clean and tidy and provide
up-to-date information about our services.
- If you have made an appointment we will ensure that you are
seen on time or kept informed of the reason for any delay and
confirm when you will be seen.
- We will offer you a private interview room, if you ask for it
(this may need to be booked).
If you telephone us:
- We will aim to answer your call within 20 seconds.
- Your call will be answered by a member of staff, who gives
their name and who will take responsibility to ensure that your
call is dealt with efficiently.
- We will phone you back within 2 working days if you leave a
message.
- When the offices are closed we will tell you about our
out-of-hours service and when the offices will next be
open.
If you email or write to us:
- We aim to respond to letters within 10 working days and emails
within 5 working days.
- If this is not possible we will acknowledge your correspondence
telling you why and we will give you a response date.
- We will respond to you in plain language.
- We will respond in large print or Braille if
requested.
What we expect from you is:
- Openness and honesty, giving us as much information as possible
to assist us in dealing with your enquiry, letting us know if you
have any special needs.
- Full co-operation and for you to be respectful when dealing
with the Council - we will not tolerate abuse, threats or
harassment, on or off Council premises.
Your feedback
We are committed to delivering a quality service. We want to
know if you are happy or unhappy with any of our services and any
suggestions you have for improvement. You can
give us feedback through our website or through
the Govmetric terminals and feedback forms in our reception
area.
