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Customer Service Promise

The Customer Service Promise is our commitment to you as a customer of the Council(updated March 2022).

We will be reliable and put you first

  • Be clear about what you can expect from us
  • 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

We will make our services convenient for you

  • provide choices on how you can contact us:
    • instantly online - pay, book, apply, report and give feedback
    • quickly – we aim to answer all our 0300 numbers within an average of 4 minutes, and we will 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
  • Provide accessible information using plain English
  • Provide support if you have a specific need or cannot access the internet

We will be trustworthy

  • 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

We ask you to:

  • treat our staff politely
  • inform us of your views
  • let us know if you have specific things you need help with

There is also an easy read version of the Promise.

Need help?

Most issues can be resolved online, it's the quickest and most convenient way to get help.

Use our contact us form

Your feedback is important to us

Help us improve our service