This Charter describes our commitment to you and the standards that you can expect from us.
In delivering our service we will:
- Be available between 8am and 5pm Monday to Friday
- Deal with your enquiry professionally, honestly, fairly and politely
- Give prompt and accurate advice and information by trained and well informed staff
- Make it clear what we can do and when- and what we cannot do and why
- Treat all matters in confidence with sensitivity and discretion
- Take into account your individual needs
- Keep you informed about what is happening with your enquiry
- Listen to what you have to say
- Encourage you to make comments so that we can improve our services
- Admit when we have made a mistake and do our best to put things right
- Have an easy-to-use complaints procedure if things should go wrong
When you contact us you can expect the following levels of service:
In writing:
- Letters, emails and faxes will be written clearly and will be free of jargon
By telephone:
- We will answer and respond to your call as soon as possible
In person:
We will strive to see you promptly and communicate with you clearly and in a polite manner. Appointment systems are available in some Service areas, please ask for details
In order to help you:
- Please tell us if you have any difficulty accessing our services
- Please tell us about any relevant changes in your circumstances as soon as you can
- We expect you to treat us with the same consideration and politeness that we show to you
Customer Service Vision
‘To deliver outstanding proactive customer service making the best use of existing and emerging technologies to ensure all of the Council’s customers needs are not only met but exceeded’
