We aim to provide good quality service in an effective
and efficient way and are committed to improving our
services.
Customer care charter
Our customer care charter sets out the standards of service you
can expect from us.
Courtesy and consideration:
- we will be welcoming, polite, courteous and helpful
- we will listen in order to understand and respond to your
needs
- we will respect your right to privacy, confidentiality and
safety
Access:
- we will make sure that signs are easy to follow and that you
can find us
- our opening times will be clearly displayed and will be adhered
to
- we will strive to make our services as accessible as
possible
Efficiency:
- we will ensure that the most appropriate officer is dealing
with your enquiry
- we aim to keep to our appointments, and will let you know if we
can't
- we aim to respond to your written and emailed enquiries within
10 working days - if we can't we will write to you and tell
you why
- when you contact us by telephone we will try to answer within
15 seconds
- we will provide an efficient and reliable service
Communication:
- we will use clear language and not jargon
- we will tell you who you are speaking to
- we will strive to make our services as easy to use as
possible
Violent or abusive behaviour
We will not tolerate violent or abusive behavior towards
our staff and we will take decisive action to protect our
employees.
Our staff, councillors and contractors, working on our behalf,
should not have to work in fear of assault or abusive
behaviour.
These are unacceptable standards of behaviour against our
staff:
- physical violence
- threats or threatening behaviour
- threatening or abusive Language involving excessive swearing or
offensive remarks
- derogatory racial or sexual remarks
- offensive sexual gestures or behaviours
- malicious allegations relating to members of staff or
councillors
- wilful damage to our property
- theft
- drug dealing in or on our premises or property
- drug or alcohol use in or on our premises or property (except
where a relevant alcohol license is in place).
For more information contact our
customer
services officer.
