Customer Promise

Our draft Customer Promise consultation is now closed

We are currently reviewing our Customer Promise

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Thank you to everyone who took part in our survey about our new draft Customer Promise

A Customer Promise is really important for us to help our staff understand what is expected of them and to also explain the level of service you should receive from the Council.

We are analysising the survey responses we received and will use what people told us to help inform and develop our final Customer Promise.

We aim to provide good services that are easy for our customers to access.  Our Customer Promise explains the service you can expect from us.

We will give you choices on how and when you contact us

You can contact us online or by phone, letter, email, the live chat facility on our website, through our Twitter and Facebook accounts, in person at our Information Services and one stop shops or you can ask your local councillor to raise an issue for you.  Our customer contact centre is open from 8.30am to 6pm, Monday to Friday.

We aim to:

  • Provide access to services through our website 24 hours a day
  • Answer 60% of calls to our contact centre within 20 seconds
  • Respond to telephone messages within 2 working days
  • Acknowledge letters and emails within 3 working days and respond in full within 10 working days.  If we can’t respond within 10 working days, we’ll tell you why and keep you informed of our progress.
  • See you within 10 minutes of arrival if you visit us in person
  • Offer you an appointment within 10 days if you wish to see an officer
  • Respond to Twitter and Facebook queries as soon as we can and via Twitter or Facebook if it’s appropriate

We will ensure that our services are accessible to all

We will ensure that our services are accessible to all by providing information in different formats on request.  These include:

  • Large print, audio tape or CD, Braille, or an appropriate language
  • Arranging access to interpreters and help with translating leaflets and Council information
  • Holding public meetings in accessible venues with induction loops or other suitable systems for people who are deaf or hard of hearing

Please tell us if you need something explained differently, or if you have special needs, so we can help you.

We will treat you with dignity and respect

We will treat you with dignity and respect and take account of your needs when you contact us.  We ask that you treat our staff with the same courtesy and respect and take account of other people around you.  Our Equality and Diversity Framework explains our policy on equality and diversity.

Your responsibilities as a customer

We won’t tolerate abusive and violent behaviour towards our staff or partners working on our behalf. Although these circumstances are very rare, our staff are not expected to stay in situations where they:

  • Feel threatened, either verbally or physically
  • Fear for their own safety or that of colleagues or members of the public

You should also be aware that your behaviour can affect other members of the public.  They may be upset by abusive language or behaviour.  If you shout, they may hear what you say and, unlike our staff, they don’t have to keep what you say confidential.

We will use language that is easy to understand

We will use language that is easy to understand when we speak with you.  We will ensure important information and documents are short and easy to understand.

We will be open and honest

We will ensure that information we provide is accurate. We will provide you with professional and sound advice.  We will be transparent about our actions and our performance.

We will maintain your confidentiality

We will ensure that your information is only accessed for legitimate purposes by relevant staff.  We will process your information fairly and lawfully, in line with the Data Protection Act 1998.

We will provide an efficient service

We are committed to providing you with the best level of service possible so that you feel you are getting value for money.

We will listen to your views

Sometimes things go wrong and we may not provide you with the level of service you expect.  If this happens, please tell us.  We will listen to you and try to put things right.

We also want to hear from you if you would like to compliment us on a job well done.