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Customer Charter

This page tells you about our Customer Charter which details our customer service standards, aims and responsibilities to deliver good quality customer service. It also tells you how you can get advice and information from us and the location of our Customer Service Centre.

Customer Charter

Our Way to Better Customer Care

The Customer Charter (PDF Document, 256.92 Kb)

Our aim

To always provide you with good quality customer service which we will continuously monitor, review and improve to ensure that it meets your needs.

Our responsibilities

We will ensure that we always deliver services that are professional, confidential and efficient.

Our services will be easily accessible by you and delivered by friendly and helpful staff.

We will listen and be sensitive to your individual needs.

Contact by phone

We will try to answer your call promptly, always greet you politely and identify ourselves to you.

We will try to deal with your enquiry when you first contact us. If this is not possible we will transfer your call to someone who can help you or arrange for someone to call you back.

Contact by letter or email

All written correspondence will be dealt with promptly. Where necessary we will let you know who is handling your enquiry and how to contact them.

Contact in person

All our staff will identify themselves to you.

If you would like to be seen in private, please let us know.

We will try to deal with your enquiry when you first contact us. If this is not possible we will make you an appointment with someone who can help you.

We can arrange to visit you at home if necessary.

Equality and diversity

We are committed to providing you with equal access to all our services.

Any advice and information about our services will be clear and easy for you to understand.

Council documents can be made available in other languages and also in large print, audiotape and Braille.

Interpretation services (including British Sign Language) will be arranged for you if you need them.

Comments, compliments, complaints

In order to continuously improve our services we welcome your views. You can let us have these by telephone, letter, email, web site or at our Customer Service Centre.

If you have a complaint that we are unable to resolve, please ask for a copy of our complaints procedure leaflet.

Customer Care Policy

To view our Customer Care Policy click here.

How to contact us

For more information on contacting us by phone or in person, please click here to visit our Customer Service Centre page.

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