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Customer Service Standards

We have adopted Customer Service Standards for how we deal with customers by telephone, letter, face-to-face, email and other forms of communication. Our PDF icon leaflet explains our promise to customers together with a summary of our main standards.

Each year we set targets for our key customer service standards. This enables us to measure how we are performing against these important service standards. We also take part in Mystery Shopping excercises to test our customer service and contact methods and the latest results can be viewed below.

In order to help you access the services we provide and help you understand the standards what you expect from these services we have produced a set of 10 Customer Information Booklets which are available from our Contact Centres and Leisure Centres. Each booklet has a number of inserts. You can view these by clicking on the appropriate links below.

Number Front Cover Title Inserts included
1 Local democracy image Local Democracy
(Booklet updated November 2011)

Document icon Consultation
Document icon Councillors
Document icon Elections
Document icon Freedom of Information
Document icon Parish and Town Councils
Document icon Partnerships
Document icon The Council
2 Street Scene image Street Scene
(Booklet updated January 2012)

Document icon Bulky Waste
Document icon Car Parking
Document icon Dog Fouling and Stray Dogs
Document icon Drains
Document icon Green Waste Scheme
Document icon Grounds Maintenance
Document icon Litter and Fly Tipping
Document icon Recycling Scheme
Document icon Refuse Collections
Document icon Street Cleaning
Document icon Street Furniture
3 Leisure & Culture Leisure & Culture
(Booklet updated November 2011)
 Document icon Arts and Entertainment
Document icon Healthy Living Activities
Document icon Leisure Facilities
Document icon Parks and Open Spaces
Document icon Sports Courses
Document icon Tourism
4 Housing image Housing
(Booklet updated November 2011)

Document icon Applying for a Council House
Document icon Benefits
Document icon Buying your Council Property
Document icon Homelessness
Document icon Improvements and Adaptations
Document icon Private Sector Housing
Document icon Rents
Document icon Repairs and Maintenance
Document icon Services for Older People
Document icon Tenancy Management and Participation
5 Safer Communities image

Safer Communities
(Booklet updated November 2011)

Document icon Abandoned Vehicle
Document icon Anti Social Behaviour
Document icon CCTV
Document icon Civil Emergencies
Document icon Community Action Network
Document icon Community Safety Partnership
Document icon Neighbourhood Management
6 Tax, benefits and concessions image Taxes, Benefits and Concessions
(Booklet updated November 2011)		 Document icon Business Rates
Document icon Council Tax
Document icon Gold Card
Document icon Housing and Council Tax Benefits
Document icon Make a Payment
Document icon TV Licence
7 planning and conservation Planning and Conservation
(Booklet updated November 2011)		 Document icon Biodiversity
Document icon Climate Change
Document icon Compliance
Document icon Conservation Areas and Listed Buildings
Document icon Forward Planning
Document icon Planning Applications
Document icon Trees, Hedgerows and High Hedges
8 regeneration and economic development image Regeneration and Economic Development
(Booklet updated November 2011)		 Document icon Business Rates
Document icon Business Services
Document icon Doing Business with the Council
Document icon Economic Development and Investment
Document icon Markets
Document icon Town Centre Regeneration
9 equality for all image Equality for All
(Booklet updated November 2011)		 Document icon Access to Services
Document icon Applying for a Job
Document icon Disability, Race and Gender
Document icon Disabled Facilities Grants
10 protecting the public image

Protecting the Public
(Booklet updated November 2011)

Document icon Air Quality
Document icon Civil Emergencies
Document icon Contaminated Land
Document icon Food Safety
Document icon Health and Safety
Document icon Land Charges
Document icon Licensing
Document icon Noise Control
Document icon Pest Control

For more information please telephone 01246 242323 or submit an enquiry form

Last Updated on Tuesday, 07 February 2012 09:21

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