Customer Service Standards

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Our ambition

Our ambition is to be the #BestCouncil that we can be for our residents and we want everyone to be safe, well, prosperous and connected.

Our Customer Service Standards set out what you can expect from us when you contact the council.

Let us know about your latest experience with us.

Customer Service Standards

Treating you right

We will:

  • Be welcoming and polite and treat you fairly and with respect
  • Listen to what you have to say
  • Tell you the name of the person who is dealing with your enquiry
  • Respond to your contacts and enquiries promptly
  • Protect your personal information
  • Explain what to do next if you are not satisfied with how you have been treated

Keeping you informed

We will:

  • Publish a wide range of information online about what we do
  • Make sure that our information and responses are clear and easy to understand
  • Tell you what we will do and when you can expect a response
  • Explain why if we cannot help you and if possible refer you to an organisation that can

Making it easy

We will:

  • Ensure that everyone can access our services
  • Enable you to do more online at a time that suits you
  • Explain clearly how to contact us in other ways
  • Provide convenient ways for you to give us your views

Getting it right

We will:

  • Aim to resolve your enquiry correctly and at the first point of contact
  • Show you our council identity badge if we visit your home or business premises
  • Apologise if we have got something wrong and put it right if this is possible
  • Use your feedback to improve our services

In return we ask you to:

  • Treat us with respect
  • Provide us with the information we need to help you
  • Use our online services
  • Work with us to resolve matters