Revenues and benefits customer service standards

Revenues and Benefits customer service standards

These standards of service outline our commitment to you. They provide details of what you can expect from us to support you as best as possible. We aim to provide an excellent service to our customers.

When treating our customers, we will -

be welcoming and polite, treat you fairly, with dignity and respect
check your identification to protect your personal information
listen to what you have to say
we will check your understanding of what we have explained to you
tell you our name when dealing with your enquiry
make accurate notes on your account
respond to your contacts and enquiries promptly
explain what to do next if you are not satisﬁed with how you have been treated (including corporate complaints and any appeal routes)
show you our council identity badge if we visit your home or business premises

When keeping you informed, we will -

make sure that our communication and any responses are clear and easy for you to understand
tell you what the next steps are and when you can expect to receive a response
explain why, if we cannot help you and where possible, tell you of other available assistance or organisation that may be able to help you

To create easy access to our services, we will -

ensure that everyone can access our services
enable you to do more online at a time more convenient to you
explain clearly on our web pages and in our communications, ways you can contact us
provide convenient ways for you to give us your views on our service – access our corporate comments, feedback, complaints

To get it right, we will -

aim to resolve your enquiry correctly at the ﬁrst point of contact
apologise if we have got something wrong and put it right if this is possible
use your feedback to improve our services

In return we ask you to -

treat us with respect
provide us with the information and or evidence we need to help you
use our online services
work with us to resolve matters