Customer Service Charter

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Cookie policy info

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Strictly necessary cookies

These cookies cannot be disabled

These cookies are necessary for the website to function and cannot be switched off. They are normally set in response to your interactions on the website eg logging in etc.

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Performance cookies

These cookies allow us to monitor traffic to our website, so we can improve the performance and content of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and anonymous. If you do not allow these cookies, we will not know when you visited or how you navigated around our website.

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Functional cookies

These cookies enable the website to provide enhanced functionality and content. They may be set by the website or by third party providers whose services we have added to our pages. If you do not allow these cookies some or all of these services may not function properly.


Currently we do not use these types of cookies on our site.

Targeting cookies

These cookies may be set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant adverts on other sites. They do not store directly personal information, but are based on uniquely identifying your browser and internet device. If you do not allow these cookies, you will experience less targeted advertising.


Currently we do not use these types of cookies on our site.

Our aim is to provide a professional, polite and helpful service. We strive to be a focused, well managed and responsive council, with effective communication and consultation with residents and businesses.

Right treatment. You can trust us to:

  • Do what we say we will.
  • Be helpful, polite and treat you fairly and with respect.
  • Try to understand your circumstances.
  • Follow procedures correctly.
  • Tell you what to do next, if you're not satisfied with how you're been treated.
  • Protect your personal information.

Keeping you informed. We will:

  • Deal with your request the first time you contact us, or as soon as we can.
  • Tell you what will happen next and by when.
  • Keep you updated about progress.

Get it right. We will:

  • Deliver what we promise, consistently.
  • Put things right if we get them wrong and apologise.
  • Explain things clearly.
  • Improve our services by listening to our customers.

Easy access. We will:

  • Make more of our services available online for you to use at times that suit you.
  • Help you get online.
  • Explain clearly how to contact us in other ways.

In return we expect our customers to:

  • Respect our employees.
  • Help us save money by using our online services, where possible.
  • Tell us what you think of our services in a constructive way.
  • Attend appointments and let us know if you need to cancel.

Responding to your enquiry

We will respond to you as quickly as possible, but are committed to the following minimum standards:

Your contact method When we will respond Timescale
Online/Report it form Acknowledgement immediately. Up to 10 working days for a full response.
E-mail 2 working days. Up to 10 working days for a full response.
Phone Within 2 minutes.  
Face to face You will be seen within 15 minutes.  
Letter Up to 10 working days for a full response.  
Formal complaint Acknowledge within 2 working days. Fully investigate and respond within 10 working days.
Social media Monitor tweets on a daily basis and respond to general issues.


FOI Acknowledge within 2 working days. Response within 20 working days.