As a council we are committed to offering an accessible, high-quality service and ensuring that we treat everyone with dignity and respect.
Our Customer Charter sets out what people can expect from us, and what we ask for in return, so that we can continue to deliver the best possible service for everyone in our communities.
We also recognise that, in some circumstances, we need to take action to protect our workforce or services from types of engagement which impact our ability to provide a service or the wellbeing of our employees.
Our Customer Charter
To help us deliver high quality and accessible services to our communities, we will:
- provide a range of ways to contact us
- ensure digital services are accessible and easy to use
- provide non-digital channels or assisted solutions for those unable to engage digitally
- offer a polite, friendly and consistent service
- listen and treat you fairly and with respect
- respond and resolve promptly to your query at first point of contact where possible
- keep you informed as your query progresses and let you know when to expect a response where it is not possible to resolve at first point of contact
- aim to signpost you to other support services where we are unable to offer help
- empower staff to take appropriate action if faced with unreasonable behaviour
- monitor and/or record inbound and outbound calls to help improve the services we deliver
- keep your personal information safe and secure and process it in line with current Data Protection legislation
- monitor customer feedback to support continuous improvement
In return, we ask that you:
- engage with us digitally where you are able to do so
- tell us if you require additional support when accessing our services
- be polite and considerate in any written or verbal communication
- listen and treat us fairly and with respect
- provide us with any additional information we require promptly
- let us know when your circumstances change so we can take appropriate action
- keep appointments you make or let us know if you need to rearrange these
- recognise that some of the decisions that are made will be based on statutory guidance and regulations
- provide feedback on our services to support continuous improvement
Zero tolerance policy
We operate a zero tolerance policy to violence and aggression. You can find out more about how we deliver our services by reviewing our:
Equal Opportunities Policy
Complaints Handling Procedure
Privacy Statement
Digital Strategy