Customer Excellence

Customer Excellence

The borough council strives to provide the best customer service possible and in 2021 was recognised for the first time through the Customer Excellence Award.

Head to our customer services page to find out how to access our services online, by phone or by email.

There are a number or procedures in place to ensure we achieve and can demonstrate our customer excellence, and here is a summary:

Customer Satisfaction

We ask our customers for feedback on our customer service and the customer experience as often as possible. We make a summary of this feedback available online and continually look to improve.

Customer service standards

Each of our service areas has produced customer service standards, to help our customers see what levels of service they can expect from us.

Performance

We monitor our performance against lots of criteria, including our corporate plan, our priorities, the demands of our customers and our desire to provide value for money in everything we do. Our performance is assessed monthly and these reports are available to read.

You Said We Did

This scheme is designed to encourage customers to give us feedback and make suggestions as to where we might improve our services. See examples and submit your feedback on the You Said We Did webpage.

Compliments, comments and complaints

These can be made quickly and easily online.

Who is in charge?

It's important our customers are able to see our management structures and understand who the key decision makers are within the council, so this information is made available.