Service Standards
Delivering outstanding customer service
When you contact us, we will make sure you receive friendly, reliable and excellent customer care. Our standards apply to everyone working for us. This includes all staff and elected members, and all services we provide or that are provided for us.
Our commitment to excellent customer services is supported by the following principles.
You will:
- Be able to use services whenever you need them, through 1 point of contact
- Only have to contact us once for a service
- Be told about what will happen next and when
- Be kept fully informed of progress on your enquiry
- Be able to access all services electronically; and
- Be asked for your views on services you have received and consulted on the way we deliver services in the future
Departmental Service Standards
Adult and Community Services
Children's Services
Customer Services
Regeneration
Resources
When you telephone us
We will:
- Answer the telephone within 20 seconds of ringing (7 rings)
- Respond to voicemail messages within 1 working day
- Give our name and service when answering; and
- Greet you in a polite and friendly way
When you write to us
We will:
- Answer your letter, fax or email within 10 working days (if we cannot give you a full response, we will write and tell you why and let you know who is dealing with your enquiry)
- Acknowledge your email within 1 working day
- Send an automatic reply to emails when we are away from the office, for 1 working day or more (the message will include details of another person to contact); and
- Use plain English in all our communications
When you visit one of our offices
We will:
- Keep waiting times to less than 10 minutes (if this is not possible, we will explain why and let you know how long it will be until someone can see you)
- Make sure all reception areas are clearly signposted, clean and tidy
- Wear identity badges on council premises all the time
- Arrange for a private interview room if you need it
- Improve access to our buildings for disabled people
- Make arrangements for signing or a foreign-language interpreter when necessary; and
- Help you to fill in forms, if you need it
When you need a home visit
We will:
- Wear identity badges and offer you the opportunity to check our identity; and
- Do all we can to let you know if we are going to change the time of the visit or if we are going to be late
How you can help us
We need to work together to deliver high-quality services. You can help by:
- Arriving on time for appointments
- Letting us know if you cannot keep an appointment; and
- Sending us any information we have asked for as soon as possible
We would like to hear from you if you feel any of these standards are not being met or you are unhappy with the service being provided.
Complaints about services|
The Service Standards also help us to meet our 7 community priorities, which are:
