Customer Care Standards
We aim to listen to our citizens and deliver responsive, high quality, value for money, customer focussed services.
We will:
- be speedy, efficient and polite, no matter how you contact us;
- provide fair and accessible services to all groups and individuals in a way to suit your needs without discrimination;
- provide well-trained and easily identifiable staff;
- always provide a contact name, phone number and e-mail address for your enquiry;
- greet you clearly and politely with ‘good morning’ or ‘good afternoon’, our service area and name; and respect your rights to confidentiality, privacy and safety.
We also aim to:
- answer your telephone call within four rings;
- reply to your e-mails within two working days, and your letters within four;
- let you know if we are not able to provide a full response within this time, with our reasons why, and aim to reply within 10 working days;
- see you within 10 minutes of your arrival when you visit us; and give you an appointment so that you can visit us and we can visit you.
We promise to:
- continue to improve our service to you by treating your comments,
- compliments and complaints positively and learning form our mistakes; and
- clearly explain our complaints procedure and follow it, keeping you informed of the progress of your complaint
