Customer Service Standards

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

• By providing a variety of ways for you to contact us, for example:
• Digital (website, e-form, email etc) where possible and appropriate, because it is often quicker, more convenient for you and cost-effective
• Telephone through our Contact Centre on 01268 882200
• Face-to-face appointment where necessary to resolve your query
• Although we are increasingly providing services digitally, we will give you the option to speak to someone, particularly if your query or needs are complex and require us to work across a number of service areas
• Where you have a disability, we will work with you to find the best ways to communicate with you and to access our services
• Where English is not your first language, and you are unable to communicate with us through a family member or a friend, we will endeavour to support you in other ways.

We will be clear and treat you with respect

• Deliver a personal service, however you contact us, 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 use plain English in our communications with you 

We will listen and get things done

• 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 staff 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 help you 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, including any documentation that we may request from you
• Working with us to resolve issues in a positive way
• Giving us feedback to let us know what we are doing well or help us to improve 

Service commitments

We will:

• 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
• Make sure our buildings are fully accessible for those occasions when we need to make a face-to-face appointment with you
• Aim to greet you on arrival when you visit the Council Offices - although most face-to-face meetings are by appointment only, we do understand things come up unexpectedly. If you call in without an appointment, we’ll do our best to find someone who can help but please note we may not always have someone available.
   

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.

If we don’t meet your expectations, we’ll do our best to put things right quickly and fairly. If you are still dissatisfied, then we have a formal complaints procedure which you can learn more about: here

Our commitment to you is simple: excellent service, respectful communication, and clear guidance at every step.