Customer charter and service standards

Our customers are wide ranging and may be individuals, colleagues, partners or businesses, or anyone who is in receipt of our services, may need our services or seeking information and guidance from us.

We are committed to delivering an excellent standard of service, putting our customers at the heart of everything we do.

Our charter sets out our commitment to you in which we will

Aim to resolve your enquiry the first time you contact us, or to request further details from you if we are not able to
Advise you of timescales in which you can expect your enquiry to be resolved and keep you informed of progress
Use plain language where we are able to, providing a response that is in a format that is easily accessed and clear to understand
Offer a variety of ways to access our services, including a quick and easy online experience
Make sure the information we provide is accurate and up to date at the point that we respond to you
Treat all our customers fairly and respectfully, with equality and diversity at the heart of everything we do
Work with other council departments to achieve a joined up and seamless approach to service provision
Listen to our customers and use feedback to continually improve our services
Seek a resolution to complaints in good time wherever possible and use learning from complaints to improve our services

To help us we would like you to

Access our services on-line as much as possible if you are able to
Provide us with the information we need to assist you
Ask us to explain anything you are unsure of
Keep any appointments that you have with us and notify us if you are unable to attend
Be polite and respectful, any form of unacceptable behaviour towards staff or others will not be tolerated and may mean restrictions are placed on interactions with our services

When using our services online we will

Provide digital services that are accessible 24/7 and usable by the widest possible range of customers
Enable you to report issues, pay, book, update, apply and more
Enable you to register for a customer account
Provide access to Council news, information, decisions and consultations concerning your local community
Provide help and support to access and use the self-serve elements of our website where appropriate

When using the telephone we will

Make our contact centre available between 9am and 5pm Monday to Friday who will aim to answer your call within 60 seconds
Aim to resolve your enquiry at the first point of contact where possible or transfer your call to a named officer if available or appropriate
Make you aware of who is dealing with your enquiry
Answer your call within 5 rings or 20 seconds
Update our voicemail greeting with our availability
Respond to voicemails within 24 hours or the next working day
When we return your calls we will leave you a message where possible to inform who called you and how to contact us
Provide the information you need or signpost you appropriately

In writing to us or emailing us we will

Aim to respond to your enquiry within 5 working days, unless you receive an automated response stating otherwise
Confirm how your enquiry will be dealt with, or if we need further information from you
Issue you with a full response to your enquiry at this point, or provide you with details of who is dealing with the matter and advise you of the timescales in which you can expect your enquiry to be resolved
Use plain language and offer information in a format that easily accessed and clear to understand
Provide clear details of any outcomes and how we will take them forward

When you visit us we will

Make sure we meet you in buildings that are accessible
Greet you on arrival and ensure that we direct you to the right person or service
Wear staff identification badges
Provide a seated waiting area and private interview facilities, if required and where it is safe to do so
Request appointments if you need to see someone else
Endeavour to see those with appointments within 10 minutes
Help you access online services, if this meets your needs

When visiting you in your home we will

Agree an appointment time with you and keep you informed if a delay occurs
Present staff identification badges, displaying names and a photograph upon arrival
Provide you with an opportunity to check our identity

To protect your confidentiality you can expect that we will

Ensure that all our staff are appropriately trained
Handle all information you provide to us sensitively and confidentially
Manage all your information in accordance with legislation
Make sure that your information will not be discussed with any unauthorised person
Ask you to provide only relevant information and explain why we need it
Investigate and respond to any concerns you may have about your personal data