Our Standards set out a basic level of customer service that council staff aim to provide. The ten statements were originally launched back in 2006 after consultation with customers and staff.
Our Standards will:
- help you know what to expect when you contact the council.
- help our staff to deal with you in a friendly, polite and professional manner.
- help to create a more consistent level of service across the whole of the council.
- help us make the council value of ‘putting customers first’ become a reality.
To help us achieve these standards, we ask that you treat our staff with respect and in a manner in which you would expect to be treated.
Our Standards
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We will be courteous and helpful. We will listen to you and deal with your enquiry efficiently, quickly and fairly.
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We will communicate with you using language that is clear and easy to understand.
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If you need to discuss a sensitive or confidential issue, we will arrange for you to be seen in private.
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Council leaflets and information can be made available in other languages, large print, audio tape, or Braille, as appropriate.
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We will arrange an interpreter for you, by appointment, if English is not your first language, or if you use British Sign Language.
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We will answer your telephone calls promptly and professionally.
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We welcome and encourage your feedback and will try to resolve any complaints on the spot. Where this is not possible, we will acknowledge your complaints within three working days and provide a full response within 15 working days.
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We will acknowledge emails to publicly advertised email addresses within one working day and provide a fuller response as early as possible, but certainly within 10 working days.
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We will respond to your written correspondence within 10 working days.
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We will wear name badges, wherever possible, so you know who we are. If we have to pass your enquiry to a colleague, we will give you their name.