Customer access principles
We will listen to and treat our customers with respect
All staff have a responsibility to provide an excellent customer experience, so customers feel listened to, treated fairly and with respect.
We will keep customers informed on progress
Service standards will be published and complied with. We will be honest and transparent where we fail to meet these.
We aspire for customers to only have to ‘tell the council once’
By integrating systems and sharing data, many more enquiries can be resolved with customers only giving their information once. We will only request the details needed to resolve each request.
We will help customers to make the most of every contact
All staff will take the time to understand when a customer has complex needs. Where we cannot immediately provide the right support, customers will be signposted to relevant council services, partners or local organisations.
We will provide a range of channels so customers can choose how to make contact
A flexible and inclusive approach means everyone can access the services they need in a way that suits them. We will continue to provide telephone and face-to-face support for customers who lack the confidence to transact online.