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Customer Access CharterCharter Document

Our Promise to you

We will provide the highest quality of customer care however you wish to contact us.

  • We will respect and treat all our customers fairly and equally and provide a translation service or specific formats of documents as required.
  • We will provide access to our services 24/7 via our website, www.allerdale.gov.uk. This provides facilities to make a report or application, check information and make payments, bookings, have your say and find information and map details. We will try to encourage and support customers to use our website as our preferred and most efficient method of contact.
  • All employees will identify themselves and carry appropriate documentation for this purpose if they visit you.
  • Office opening hours and contact details will be clearly displayed in the council buildings, on our website and within appropriate literature.

Our Customer Service standards

If you contact us via our website we will:

  • Provide an immediate meaningful response. Where this is not possible, an automated acknowledgement to your web form will let you know when a full response will be provided.
  • Reply to you in plain English.

If you email us we will:

  • Reply within two working days with a meaningful response or an acknowledgement advising when a full response will be provided.
  • Give you the name and email address of the officer/ section dealing with your enquiry, where we have been unable to answer your enquiry immediately.
  • Reply to you in plain English.

If you telephone us we will:

  • Strive to answer calls within 20 seconds
  • Call you back if you ask us to
  • Strive to answer your enquiry immediately or return your call with an answer the same day. Where this is not possible, we will call you back let you know when a full response will be provided
  • Give you the name and contact details of the officer/ section dealing with your enquiry, where we have been unable to answer your enquiry immediately.

If you write to us we will:

  • Provide a meaningful response within 10 working days. Where this is not possible, we will let you know when a full response will be provided
  • Reply to you in plain English.

If you visit us we will:

  • Greet you in a polite and helpful manner
  • See you as soon as possible
  • Let you know the reason for your wait if a pre-arranged appointment has been delayed.
  • Arrange a private interview room if required.

If we visit you we will:

  • Arrange an appointment in advance, if that is appropriate
  • Provide you with our identification before entering your property
  • Let you know of any information we may need before we visit
  • Give you as much notice as possible if an appointment has to be altered or cancelled

What we ask of you

To help us deliver the best service we can, we ask that all customers:

  • Are courteous and respectful towards us
  • Provide any information we need as soon as possible
  • Let us know if you need a service to be provided in a different way to meet your individual needs

Help us to improve our service

  • We welcome your comments on the service we provide. We will use them to help us to improve our service.
  • If you would like to make a suggestion of improvement, you can complete our online form or alternatively you may contact us details in the full document below.
  • If you think something has gone wrong, we need to know so that we can put it right. There is a formal complaints procedure that is easy to use.

Downloadable Documents

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File nameSizeApproximate Download time
Microsoft Word formatCustomer Access Charter in Word format150 Kb21 secs @ 56k, 1 sec @ 2mb
Adobe PDF format - download the viewerCustomer Access Charter in PDF format88 Kb13 secs @ 56k, 0 secs @ 2mb

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Contact us

0303 123 1702

Allerdale Borough Council
Allerdale House, Workington, Cumbria,
CA14 3YJ