Customer Service Promise

The Customer Service Promise is our commitment to you as a customer of the Council.

We will be reliable and put you first

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  • set clear customer service standards so you know what to expect
  • do what we say, on time, and aim to get it right first time
  • keep you informed so you don’t have to chase us
  • act on your feedback and publish the results
  • provide choices on how you can contact us:
    • instantly online - pay, book, apply, report and give feedback
    • quickly – we aim to answer your calls to our 0300 numbers within 5 minutes, and try to sort things out for you there and then
    • steadily -  if you write to us, we aim to reply within 10 working days, or you may be able to make an appointment to speak to someone
  • be open to all e.g. make sure we use accessible venues and plain English
  • provide support if you are a vulnerable person or cannot access the internet
  • be open and honest about our priorities, policies and performance
  • explain why decisions have been made, so you understand the reasons for them
  • deal with your feedback, say sorry if we get it wrong and aim to put things right
  • treat you with fairness, courtesy and respect
  • maintain your confidentiality and keep your data secure
  • treat our staff politely
  • inform us of your views
  • let us know if you have specific things you need help with

We have listened to feedback that we need to improve our customer service. The Promise sets out our commitments, and we are working hard to make changes that will deliver a better service to you.

Many aspects of our performance are monitored: