'We want all Children and Young People to enjoy childhood and to be well prepared for adult life'.
(Children and Young People’s Plan 2011-2014 – Bath and North East Somerset Council)
Courtesy and Helpfulness
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We will appreciate your point of view and treat you with respect; be polite, fair and helpful at all times
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We will provide services that everyone can access
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We will respond positively to your comments and complaints and use your feedback to improve services in future
Communication
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We will use plain jargon-free language
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We will only ask you for information we need
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We will respect the need for confidentiality
When you contact us by telephone
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We will aim to answer 80% of calls within 20 seconds during office hours
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We will respond to telephone messages within 24 hours on working days
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We will say clearly our name and our service/team name
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If the officer who answers your call is unable to help, you will be put in contact with someone who can
When you write to us, e-mail us or text us
When you visit us
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We will acknowledge face to face enquiries within 5 working days and provide a full response within 15 working days
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We will provide a safe, tidy and clean environment for our customers to visit and use
When we arrange a meeting
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We will arrange meetings at a mutually convenient time (this does not include unannounced home visits made to ensure the safety of children and young people)
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We will arrive on time
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If we have to cancel we will let you know in good time and rebook
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We will be prepared for the meeting
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Notes of the meeting may be taken and agreement made on who will receive copies and the level of confidentiality
Our expectation of our customers
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We expect our staff to be treated with politeness
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Tell us if we have provided you with good service, or if you have not been satisfied
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Let us know if you no longer require a service, or wish to cancel an appointment
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Keep us up to date whilst we are working with you
If things go wrong
The Complaints Procedure Manager is available to advise you about the complaints procedure
Please telephone 01225 477931 or email childrenservices_complaints@bathnes.gov.uk
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Where you would like help to make your complaint we will ensure you receive information about services available to you
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When we receive your complaint we will listen carefully to your concerns; we will deal with your complaint fairly and respond to you by the date that we have given to you
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For further details please visit the Children’s Services complaints page on the Council’s website
We also adhere to the Council’s corporate complaints policy and procedures. For details and a copy of the corporate complaints leaflet, please speak to a member of staff or use this link to the appropriate web page.
If you suspect that a child is in danger or at risk of harm and you are calling during office hours, please call the childcare duty desk on 01225 396313 or 396314. Outside of office hours, please contact the emergency duty team on 01454 615165.
Freedom of Information Act – request for information
We aim to:
- Send an acknowledgement within 5 working days of receiving a written request for information
- Send full information within 20 working days
Data Protection Act
- We will ensure that your data is handled in accordance with the Data Protection Act 1998
Suggestions and Compliments
We never really know what you think, until you say…
We are constantly trying to provide the best service possible for you. To help us to do this, please take a few moments to tell us what we’re doing right or how we could improve...
Please email your comments to: fis@bathnes.gov.uk
If you are unable to find the information that you require, please contact us with details of the information you are seeking, via the methods listed at the bottom of this page.