Our customer vision and aims
All our services operate to Bath & North East Somerset Council’s Customer Care Standards. This means that customers are given a consistent level of service across the entire Council, however they choose to contact us. When dealing with our customers, we aim to:
- Make our services easy to access.
- Be helpful, polite and accessible, identifying and addressing specific needs sensitively and fairly
- Respect privacy and confidentiality
- Deal with your enquiries promptly and give timely information that is accurate, comprehensive and complete
- Actively encourage and welcome customer feedback
To support these aims we will:
- Display opening times
- Ensure our online services can easily be found on our website
- Make more of our services available online to provide a more flexible service
- Provide a professional service with named contacts
- Always seek to resolve your enquiry at the first point of contact
- Follow through to deliver what we promise, dealing with any problems that may arise and keep you informed of any delay
- Treat all matters fairly, sensitively and in confidence
- Put things right when they go wrong
- Maximise the use of email and SMS text in our written correspondence but use another method if it’s your preference or a statutory requirement
- Minimise the need for you to use voicemail as a means of communication with us
- Listen to you to understand how best to deal with your needs, learning from what you tell us
- Use your feedback to shape the services we deliver (now and in the future)
Customer Care Standards
- In person
- By phone (calls & SMS text)
- In writing (email, letter and online forms)
- By self-service (website & kiosk facilities)
- Social Media
- Exceptions to standard timescales
- What we expect from our customers
By self-serviceWhether you visit our website for 24 hour services or use self-serve machines during building opening hours. We will: |
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Social MediaWhether you keep in touch on Facebook or other sites including Twitter and You Tube. We will: |
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