Customer Service Charter
"We
want to give the best
service we can to anyone who needs our help."
Our commitment to you!
- We will treat you with courtesy and
respect.
- We will try not to keep you waiting.
- We will try to answer your query as best we can,
if we cannot do this, we will pass you on to someone who can or get
back to you.
- We will take responsibility when dealing with
your request, making sure we do whatever is We will ensure services
are as accessible as possible and consider individual
circumstances/special needs, e.g. young and older people.
- We will give you choices about how and when to
contact us.
- We will look for ways to improve services and
will learn from comments and complaints.
- We will work more closely with other service
providers to improve our service to you.
When you contact us by telephone
- We will answer your call within 5 rings and with
a standard greeting: "Good Morning / Afternoon, Allerdale Council"
followed by "Name of Section or Officer".
- We will ring you back if you ask us to.
- We will give you our name and if you need to
contact us again, our direct telephone number and/or e-mail
address.
- We will try to give you all the advice and
information that you need.
When you contact us in writing/by e-mail
- We will give you a meaningful response in 10
working days to letters.
- We will give you a meaningful response in 5
working days to e mails.
- We will let you know when a full response can be
provided if we cannot respond in this timescale.
- We will reply in plain English.
When you visit us
- We will not keep you waiting for longer than a
few minutes.
- We will endeavour to give you all the advice and
information that you need.
- We will arrange a private interview room when an
appointment has been made.
- We will see you on time when you have an
appointment.
- We will give you our name and contact
details.
- We will provide a safe and comfortable
environment.
When we visit you
- We will arrange an appointment in advance, if
appropriate.
- We will give you as much notice as possible if
the appointment is cancelled/altered.
- We will always show you official identification
before entering your property.
- We will let you know of any additional
information/documentation we will need prior to our visit.
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.
Our full Customer Service Strategy can be downloaded below: