Customer promise

We are 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:

Be easy to reach

• Offer different ways for you to contact us including; email, social media, telephone and our website 
• Increase services available online
• Aim to respond to emails and letters within 10 working days 
• Aim to answer telephone calls within 5 rings, or provide a way for you to leave a message

Treat you in the right way

• Be friendly, helpful and polite 
• Treat you fairly and with respect 
• We will be sensitive to different needs

Keep you informed

• Aim to resolve your enquiry at the first point of contact. If we can’t, we will let you know what will happen next, and by when 
• Let you know how we can help and if we can’t who can 
• Let you know what you can do if something goes wrong

Get it right

• Do what we promise to do, on time 
• Do our best to put things right if they go wrong 
• Use your feedback to improve how we do things

In return, we ask you to:

• Treat our staff politely and with respect
• Give us your feedback, good and bad, to improve services
• Let us know if you have specific needs, as we may be able to help
• Provide all the information we need to deal with your enquiry
• Let us know if your circumstances change as this may affect services you access

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.