Customer Promise

We will make it clear how you can contact us or access our services

  • Provide a variety of ways to contact us, for example:
  • Digital (website, email etc) where possible and appropriate, because it is often quicker, more convenient for you and cost-effective
  • Telephone through our First Contact team who aim to resolve your query without having to transfer you to another department
  • Face to face where we feel necessary to resolve your query
  • Where people have a disability or impairment, we will work with you to find the best ways to communicate
  • Provide information online about our services including access to these services where possible

We will be clear and treat you with respect

  • Increasingly provide digital services but still aim to deliver a personal service, treating you with politeness, respect and understanding
  • Be clear and easy to understand in all our communication with you
  • Keep your personal data secure and ensure your confidentiality

We will understand and get things done

  • Aim to answer your query at the first point of contact or when this cannot be achieved, we will provide clear information about next steps so you know what to expect
  • Take care to fully understand and respond appropriately to your needs
  • Keep you informed with up-to-date information and explain what we have done and why
  • Make sure our officers have the skills and tools to deliver the service you need
  • Work together across the council to provide a service that minimises your efforts
  • Provide clear signposting to partner organisations where we cannot help you directly

You can help us to keep our promise by

  • Treating us politely and with respect
  • Understanding that aggressive behaviour stops us from being able to help you
  • Letting us know if you have any specific needs
  • Giving us all the information we need to deal with your enquiry

Service aims

We will:

  • Aim to have the council website available for 24 hours a day all year round
  • Continually improve the ability to interact with us digitally and increase the number of services you can access online
  • Be proactive in sharing relevant information through our social media channels
  • Continue to review and improve the menu of telephone options available to you when you call
  • Update voicemails and telephone messages to ensure they remain accurate and customise these to inform you of any matters of importance in the Borough relevant to your query
  • Ensure all service-specific emails are set up with a relevant automatic reply giving a clear indication of what will happen next
  • Make sure our customer service buildings are fully accessible
  • Aim to greet you on arrival when visiting us

If things go wrong

We always strive to provide you with excellent customer care but there may be times when you are dissatisfied, or we get something wrong.

Where this is the case, let us know and we will try to put it right.  If you are still dissatisfied, then we have a formal complaints process which you can learn more about here