Customer Service

We're committed to being a leading customer-focused organisation that works together to make things easier for our customers.

Customer service charter

The Customer Service Charter outlines our commitment to our customers. Council staff, contractors and Councillors promise to:

  • actively listen to you and show empathy
  • be friendly, polite and professional
  • provide consistent, timely and accurate advice
  • answer phone calls and web chats promptly
  • return phone messages within two working days
  • acknowledge email enquiries within two working days
  • acknowledge letter enquiries within five working days
  • aim to resolve your matter promptly and keep you updated along the way
  • make sure everyone is included by using the most appropriate method of consultation and engagement
  • make it easy for you to connect with us
  • respect your privacy and treat your personal information as confidential
  • encourage your feedback and use this information to help us learn and improve our service

Customer Focus Strategy 2016-19

Customer Focus Strategy 2016-19(PDF, 701KB)