Our Customer Promise

Member of staff on the phone Gedling Borough Council is committed to being one of the best councils in the country and we want our customers to be satisfied, both when you contact us and when you receive services from us.

This promise sets out the standards of service that you can expect from us and how you can expect to be treated.

We will answer your telephone call to an individual extension within 5 rings or the call will be diverted or go to voicemail
We will respond to any mail (letters or electronic) within 10 working days
We will be polite, helpful and professional
Wherever possible we will sort out your enquiry at the first point of contact and will not pass you around
If we tell you we will do something, we will do it, (including attending pre-arranged appointments) unless we get back to you first to explain why we can’t
We will listen to you and do our best to respond to your individual needs
We will give you a choice of ways to contact us and make contacting us as easy as possible
We will talk to you and write to/or email you clearly in a way that you can understand
We will regularly ask you how we are doing and use your feedback to make improvements
When we get something wrong we will apologise and put it right as soon as possible
We aim to enable all sections of our diverse community to access our services

If Things Go Wrong

Sometimes we get it wrong, if we do, we will always do our best to put it right, but we may not always be able help with your enquiry. If this is the case we kindly ask that you treat our staff with respect. We have a Customer Complaints Policy, and if we do not get things right you can formally complain and you will receive a response.

Unacceptable Behaviour

If customer behaviour becomes unacceptable then we will ask you to leave the building, or if on the phone, we will terminate the call. If customer behaviour compromises the safety of our staff we may exercise the right to ban you from our premises or only contact you in writing.