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