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Customer Service Promise

The Customer Service Promise is our commitment to you as a customer of the Council.

We will be reliable and put you first

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  • set clear customer service standards so you know what to expect
  • do what we say, on time, and aim to get it right first time
  • keep you informed so you don’t have to chase us
  • act on your feedback and publish the results
  • provide choices on how you can contact us:
    • instantly online - pay, book, apply, report and give feedback
    • quickly – we aim to answer your calls to our 0300 numbers within 5 minutes, and try to sort things out for you there and then
    • steadily -  if you write to us, we aim to reply within 10 working days, or you may be able to make an appointment to speak to someone
  • be open to all e.g. make sure we use accessible venues and plain English
  • provide support if you are a vulnerable person or cannot access the internet
  • be open and honest about our priorities, policies and performance
  • explain why decisions have been made, so you understand the reasons for them
  • deal with your feedback, say sorry if we get it wrong and aim to put things right
  • treat you with fairness, courtesy and respect
  • maintain your confidentiality and keep your data secure
  • treat our staff politely
  • inform us of your views
  • let us know if you have specific things you need help with

There is also an easy read version of the Promise.