Customer Care

Our Customer Care Charter

Our approach to customer care is to get things right first time. We will continually look at ways that will improve our service by listening to customers, by monitoring our performance and by adopting examples of best practice from other organisations.

Our Customer Care Charter tells you what you can expect from staff and, in turn, what we expect from our customers.

Our promise to our customers:
  • We will welcome your comments, suggestions, compliments or complaints and respond in an open, proactive and constructive way.
  • We will listen carefully to what you have to say.
  • We will support and train our staff and value the contribution they make.
  • We will treat you fairly and with respect.
  • We will act quickly and efficiently to help you or if we cannot, we will put you in touch with the person who can help you as quickly as possible.
  • We will give you clear and accurate information.
  • Recognise the diversity in our community and ensure that all residents benefit from our services.
  • Consult with our customers, learn from their views and keep them informed about our standards and our achievements.
  • Monitor our achievements against our standards and publish the results.
  • We will apologise and try to put right things right if we have got something wrong.

    Our expectation of customers:
  • We expect our staff to be treated with courtesy and politeness by members of the public.
  • We will support our staff who experience discrimination, abuse or threats from members of the public, or others to whom we provide services.
  • We ask all customers to listen carefully to the information or advice staff give them.
  • We ask that customers with inquiries present them to us in a clear and concise way to help us provide a clear and accurate answer.