New Customer Charter

New Customer Charter - Consultation Update

Last October and November we asked for your views on a new Draft Customer Charter that had been drawn up by experienced front line staff who serve you everyday. The idea behind it is to let you know about the standards of service you can expect from any of our staff – and for our staff to understand clearly what standards they are expected to deliver.

Many thanks to all of you who got in touch to tell us what you thought of it. You only asked for one small change to the wording, which we have made – the rest of it you were generally happy with. Customer support was overwhelmingly positive with 90% of respondents agreeing that the Charter is easy to understand and 80% agreeing that it sets out what to expect from the council. There were also many positive comments including your praise for the approach as being excellent for engagement and best practice.

Next steps are for the council to work out the best way to launch the Charter – this will be reported in a future edition of Haringey People.

|Top

---

Draft Customer Charter

We will:

• Treat you with courtesy and respect
• Embrace, promote and value the diversity of our customers
• Be open and honest with you
• Always use plain language
• Respect your right to confidentiality, privacy and safety
• Let you know the name of the person you are dealing with
• Make the council easy to do business with
• Investigate and resolve your complaints and keep you informed of progress
• Protect our staff from abuse and harassment
• Apologise for our mistakes and seek to put things right
• Continually improve our service to you and welcome your feedback

We aim to:

• Get it right first time
• Support people in accordance with their needs
• Answer telephone calls within 15 seconds
• See customers visiting our customer service centres within 15 minutes of arrival
• Respond to your correspondence and complaints within 10 working days
• Offer value for money service

We will not:

• Always be able to give you what you want but we will explain to you why

The charter is available, on request in large print, Braille, audio tape, on disk and in community languages.

Please contact us or drop in at any Customer Service Centre.

Email Customer Services
Tel: 020 8489 0000
Minicom: 020 8489 2088

|Top

---

|
|