Customer Service Charter

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.

We value your feedback which will help us recognise great service, monitor and make improvements. If you have a few minutes, please complete our customer satisfaction survey.

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've 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. Keep you informed of any influxes in call volumes that may impact response times.
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 our Twitter, Facebook and Nextdoor accounts on a daily basis and respond to general issues.


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