We are committed to putting our residents first. We aim to deliver fair and accessible services. We are clear in our commitment across all our channels and services.
Telephone services
- 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 will be polite and professional. They will do their best to resolve your matter during the call.
- If we can't fix your issue during the call, we will tell you how it will be handled and who it has been passed on to.
- If you leave us a voicemail message, we will aim to reply within one working day.
Online services
- When you email us or submit a form online, you will receive an automated reply. This confirms that we have received your query.
- We aim to respond to your email or online form within five working days.
- Some issues may take longer to resolve. They may need investigation with other teams. In such cases, we'll keep you informed.
- We will keep the website up to date. We will keep you informed during routine maintenance or if there are any issues.
In-person services
- 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 five minutes of the appointment time. If this is not possible, we will apologise and explain why we will be late. We will try to let you know within one day if we need to change the appointment time.
- If we need to visit you, we will:
- Carry ID to identify us as council employees or contractors.
- Aim to arrive within 15 minutes of an appointment.
- Inform you within one working day if we need to change the time or date of our visit.
Peer review
A peer review took place in 2023. It was on behalf of the Local Government Association (LGA). Officers and councillors from other councils carried it out.
The review focused on five key areas:
- The understanding of the local area.
- Our organisational and place leadership roles.
- Governance arrangements and culture.
- Financial planning and management.
- Our capacity to deliver and improve.
They also reviewed our approach to customer services. The report shows what we are doing well and areas for improvement. The action plan outlines how we aim to achieve their recommendations.