We will provide the best possible service to our customers. To do this we will  meet the following standards.

We will always answer your query where possible at the first point of contact and we will advise you if this is not possible at the time.

If you visit us at Lewis House to make an enquiry during normal opening hours:

We will:

• Offer a welcoming and efficient service
• Display opening times and be open when we say
• Provide services that everyone can access
• Provide a safe, tidy and clean environment for our customers to visit and use
• See customers on time when they have made appointments at our offices. If we have to cancel appointments, let customers know in good time and re-book a mutually convenient appointment.

We operate within the Council’s corporate complaints policy and procedures:

We will send an acknowledgement to all complaints within 5 working days.  We will send a full reply within 15 working days from the complaint being received (20 working days for a formal complaint).  If we need to make further investigations we will tell you.

For details and a copy of the corporate complaints leaflet, visit the complaints section.

However you contact us we promise to:

• Sort out any issues and apologise if we have made a mistake.
• Monitor our performance against published standards, and deal with any shortfalls.
• Look at the information collected from contact with our customers to see where we can do better

We want to know what you think about the service we provide you:

We are always looking for ways to improve the service we give you and we welcome and invite regular feedback to ensure we regularly review our service delivery and performance.  We will display our performance targets and how well we are meeting them on our website and at Lewis House .

You can send us feedback on our service and standards now, by using the online feedback form.  Alternatively you can complete a Comments, Compliments, Complaints and Suggestions form at Lewis House.

We need our customers to:

• Tell us if we if we have exceeded your expectations or have not delivered a service to your satisfaction.
• Let us know if you no longer require a service, or wish to cancel an appointment we have previously made for you.
• Inform us of any changes to circumstances such as address, status and contact numbers.
• We expect our staff to be treated with courtesy and politeness by members of the public.

We have a legal responsibility to provide a safe and secure environment. We will support our staff who experience discrimination, abuse or threats from members of the public or others to whom they provide services. Where necessary we will take action to prevent any threat to staff and in some instances this may mean we restrict or withhold service.