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.