Our customer service experience

We are committed to providing a quality, consistent customer experience.        

Easy access

We will ...

  • Make more of our services available online, to use at a time that suits you
  • Make sure our website is easy to use; to request, book or pay for services and report problems
  • Provide good quality information about our services online
  • Publish our latest news and updates on Twitter or Facebook and our website
  • Provide public access to computers and the internet in our main public buildings and libraries 
  • Explain clearly how to contact us in other ways

Our promise to you

We will ...

  • Be polite, helpful and professional at all times
  • Treat everyone fairly, equally and with respect
  • Make sure our staff are identifiable as council employees 
  • Protect your personal information and respect your right to privacy and confidentiality
  • Ensure our staff are trained and well-informed and take pride in what they do
  • Communicate clearly and accurately in plain language with no jargon 
  • Let you know what we can do and what you can expect from us
  • Help you if you have difficulty communicating with us
  • Make our services accessible to all 

Getting it right

We will ...

  • Reply to your request and resolve it as promptly and efficiently as we can 
  • Follow our procedures correctly and consistently
  • Apologise and put it right if we do make a mistake
  • Listen to your views and comments to help us improve how we do things
  • Respond to any complaints in line with our complaints policy

In return, we need you to

  • Provide us with the right information at the right time
  • Treat our staff with respect
  • Tell us when something changes that may affect a service we provide for you 

Customer service standards

Go to details of our customer service standards