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Customer Service Charter

Our aim is to provide quality services at reasonable prices and concentrate council tax expenditure on providing and supporting frontline services. We strive to make Tandridge a focused, well managed and responsive Council with effective communication and consultation with residents and businesses.

Our commitment to you

  • We will make it easy for you to get in touch by providing a range of ways to contact us.
  • Our staff will be courteous, respectful and trained to deliver a professional service.
  • We will provide a safe and confidential environment by whatever means you contact us.
  • We will use plain English in our communication to you, avoiding jargon.
  • We will act whenever possible on your feedback to us through comments, compliments and complaints.
  • We will reduce the amount of unnecessary contact you may have to make by continually reviewing and improving how we deliver services to you.
  • We will publish our service standards and performance.

If you visit our website we will:

  • Ensure the site can be viewed by any popular computer or mobile device.
  • Ensure the site is up to date and able to answer the majority of questions you may have.
  • Allow you to pay, report and apply for most services, as well as be kept informed on local issues.

If you complete an electronic form on our website we will:

  • Respond to and or action your form request within 2 working days of receipt.

If you contact us by e-mail we will:

  • Acknowledge or answer your e-mail within 2 working days of receipt. Where we have acknowledged your e-mail, we aim to provide a full reply within 10 working days.
  • If we cannot resolve the enquiry in full or require more information, we will explain why and let you know when you can expect a full response.

Do you use twitter? If so, we will:

  • Monitor tweets on a daily basis and respond to general issues. 

If you telephone us we will:

  • Be available between 8.30am and 5pm Monday to Thursday and 8.30am to 4.30pm on Fridays.
  • Inform you on answering the name of the officer and department you have contacted.
  • Answer 80% of all calls within 20 seconds.
  • Respond to 80% of your enquiries at first point of contact.
  • Explain why we may not be able to answer your enquiry and let you know when to expect a response.
  • Ensure answerphones/voicemail use is kept to a minimum, but should you leave a message we will get back you as soon as possible.

If you contact us by letter or fax we will:

  • Reply to you within 10 working days of receipt.
  • If we cannot resolve the enquiry in full or require more information, we will explain why and let you know when you can expect a full response.
  • All letters will include the name, job title and contact details of the officer dealing with your enquiry.

If you visit us in person we will:

  • Aim to see you within 15 minutes of your arrival. You may have to wait longer at busy times. You should make an appointment if you want to see a specific officer.
  • Have well trained respectful and courteous staff who have the skills and specialist knowledge to answer your questions.
  • Act in a professional manner and be polite at all times.
  • Ensure staff wear a name badge identifying their name and job title.
  • Provide a private area for confidential enquiries.
  • Share your information only when it is appropriate to do so with council departments and outside partners.
  • Provide loop hearing and interpreting services including British Sign Language if required (we will require 24 hour notice).
  • Provide free access to the council website at our office in Oxted.
  • Provide free telephone access to council departments at our office in Oxted.
  • Use your feedback to make service improvements.

If we contact you to arrange a home visit we will:

  • Arrange a mutually convenient time to meet you.
  • Carry identification which you should ask to see before letting anyone into your home.
  • Advise you of any actions taken as a result of the meeting.
  • Provide a clear explanation of the visit if it was unplanned.

If you have a FOI request, we will:

  • Ask you to e-mail your request to freedomofinformation@tandridge.gov.uk, or complete the FOI electronic form found on our website, www.tandridge.gov.uk/FOI.
  • Register your request and respond within 20 days.

If something goes wrong:

  • Tell us as soon as possible so we have the chance to put the matter right. 
  • We do have a formal complaints procedure set out in our complaints leaflet and on our website.
  • We will work with you, to ensure we have all the information to put the matter right.
  • We will give you a name, job title and department of the person handling your complaint.

We ask that you:

  • Treat our staff with respect.
  • Be patient, we will do all we can to keep waiting times to a minimum.
  • Be on time for an appointment and let us know if you need to cancel.
  • Provide all the information requested to help us deal with your request efficiently.
  • Do not verbally or physically abuse or threaten Council staff.
  • Do not make anonymous, malicious or vexatious complaints.
  • Do not attend the Council offices under the influence of alcohol/drugs.