Customer charter: our promises to you

When you visit us we will ensure that:

  • You are greeted politely within two minute of your arrival and we will deal with your detailed enquiry within 15 minutes
  • Our staff wear a uniform and a name badge so that they can easily be identified
  • All areas are clearly signposted, well maintained, clean and tidy, with clearly displayed opening hours and a range of relevant leaflets and information on display
  • All areas are accessible by all customers including wheelchair users and customers with prams and buggies
  • We will be polite, professional and courteous
  • We will provide access to an interpretation service if English is not your first language
  • We will communicate with you in plain English using terms that are clear and easy to understand
  • We will provide facilities for customers with hearing difficulties and leaflets and information in large print, Braille and tapes on request. We will also make arrangements for a signer on request
  • We provide a private interview room if you need to discuss a sensitive or confidential issue
  • We provide feedback on a regular basis to customers on service improvements which we have made

When you phone us we will:

  • Tell you our name
  • Deal with your enquiry at the first point of contact
  • Answer all telephone calls quickly and politely
  • Provide access to an interpretation service if English is not your first language
  • Communicate with you in plain English using terms that are clear and easy to understand
  • If we need to contact you again, we will arrange a suitable time with you
  • Provide feedback on a regular basis to customers on service improvements which we have made

When you write to us we will:

  • Reply in writing to your letters within ten working days of receipt
  • Reply in writing to your fax within ten working days of receipt
  • Acknowledge and respond to emails within ten working days of receipt

Our customer strategy

You can find out more about our customer strategy. This sets out how we as a council intend to provide services to our customers. We want everyone to have quicker, easier and better access to information and services, a great experience, and excellent customer service whenever you deal with the council.

Take a look at our Customer Strategy Summary or download a copy of the full document below.

Downloadable documents

If you are unable to view documents of these types, our downloads page provides links to viewing software.

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