Customer Service Commitments

Our commitment to residents

We are committed to putting our residents and customers first. We deliver fair and easily accessible services that resolve issues and answer questions. This commitment is visible across all channels and services delivered by the council.

Council-wide Customer Service Commitments

Telephone

  • When you contact us by phone, we aim to resolve your query. We will do our best to answer your call as quickly as possible. During peak times we'll let you know your position in the queue. We'll also offer alternative ways to resolve your query.
  • The customer service advisor you speak to will be courteous, polite and professional.  They will do their best to resolve your matter during the call.
  • If we can't resolve your issue during the call, we will let you know how it will be handled and who it has been passed on to.
  • If you leave us a voicemail message, we will aim reply within one working day.

Email & website

  • When you email us or submit a form online, you will receive an automated reply. This confirms that we received your query.
  • We aim to respond to your email or online form within 5 working days.
  • Some issues may take longer to resolve if they need investigation with other teams. In such instances, we'll keep you informed accordingly.
  • We will keep the website up to date. When we are undertaking routine maintenance or if there are issues we will keep you informed.

Visits

  • If you visit us we aim to see you within 15 minutes of your arrival. If this is not possible, we will apologise and explain why.
  • For an appointment, we will aim to see you within 5 minutes of the appointment time. If this is not possible, we will apologise and explain why we will be late. We will endeavour to let you know within 1 working day if we need to change the time of the appointment.
  • If we need to visit you we will:

    • carry clear documentation that identifies us as council employees or contractors

    • aim to arrive within 15 minutes of any pre-arranged appointment

    • inform you within 1 working day if we need to change the time or date of our visit