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.

• Contact customer services if you require any more details.