Customer Services Code of Practice

We will:

• Always put our customers first.
• Greet you in a friendly and professional manner.
• Provide a pleasant and courteous service at all times.
• Provide well trained, easily identifiable staff either by name or identity badge.
• Provide access for all sections of the community.
• Provide a private area for confidential inquiries should you wish.
• Resolve your query or service request at the first point of contact, but when this is not possible we will inform of the person who will provide resolution, contact details and timescales.
• Provide a name, service area and ‘direct dial’ telephone number whenever it is necessary.
• Quote opening times for our offices on all written correspondence when relevant.
• Include all contact details in written correspondence to customers.
• Ensure that customers are advised of relevant timescales.
• Treat all information received in accordance with the Data Protection Act and the Council’s Personal Information Policy.
• Be fair and objective with our customers.
• Be sensitive to special needs.
• Arrange for an interpreter to help you and arrange for written Council information to be produced, on request, in community languages, Braille, large print or audio tape.
• Ask for customer feedback, whether positive or negative, on the services we provide and use it to monitor and improve our performance.