Contact us

• We will ensure that all customers have access to our services and we will not discriminate on the grounds of age, disability, gender, race, religion or belief, or sexual orientation.

• We will respond, or let you know how we are dealing with the matter, within ten working days.
• We will write in a way that is easy to understand and use languages other than English when appropriate.
• We will arrange for Braille or large print information when requested. We will advertise the fact that alternative formats are available if people ask for them.
• We will give you the name and contact details of the person or section who can help you.

Customers asking for a service

• We will tell you about when you can expect to receive the service you have requested and keep you informed of any changes to this.

• We will answer within 20 seconds.
• We will greet you in a courteous manner, giving our name or section as appropriate.
• We will arrange to call back or write to you if an immediate response is not possible. This contact will be made in an accessible way to meet your needs.
• We will only transfer a call if we know who to transfer the call to. Otherwise we will arrange to call you back.

• We will make appointments, in advance wherever possible. We will identify ourselves as council employees with a name badge or warrant card or agreed password if appropriate. When we arrive, we will explain who we are and the purpose of our visit.
• We will be polite, friendly, and conduct our business efficiently.
• We will let you know what will happen next as a result of our visit.

• We aim not to let you wait any longer than 15 minutes but, if necessary, we will keep you informed about any delay.
  
  

Our reception areas will:

• be clearly sign posted
• have helpful and welcoming staff
• be accessible, clean and tidy
• clearly display information about other relevant services and how to contact them
• have a free phone in main reception areas to allow you to contact other council offices
• have information about council services in different languages, where appropriate
• offer interpreters and ensure they are available if booked in advance
• preserve confidentiality where requested, and advertise this fact widely so that you know you can ask for this to be done
• cater for the needs of visiting children and babies as far as possible.