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.
