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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.

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last updated Friday, April 25, 2008