Customer Service, Standards and Offers

Our first Customer Service Strategy, 2010 to 2013, was approved at the November 2010 Board meeting. It sets out our vision, priorities and commitments for improving customer service.

The Strategy was developed with the involvement of a range of customers and staff. Thank you to those who completed the questionnaire earlier in the year or took part in the workshop back in March 2010! Our customers and staff have developed the following key aims:

As with all of our strategies, there is a plan which includes a number of actions to help us to achieve our aims and the Board will be closely monitoring delivery of the plan and it will be reviewed annually.

Our Customer Service Strategy is complimented by our Local Offers (or Service Standards) and local companies offering services such as locksmith services and local repairs. Find our details online which outline our service commitment to our customers. Our booklet (which replaces our former Customer Charter) explains the standards of service our customers can expect and also how we will check that we are meeting them. The standards will be measured and monitored monthly along with other performance and will be reviewed annually. We will report performance and progress in our annual report which is published every October.

Our aim is to give you the best service possible so if for any reason we fall short of our published standards we want you to let us know so we can do something about it. We would also like you to tell us if you do not think these standards are high enough.