Council services
Our performance
Our Customer Care Charter is our commitment to you. We expect these standards to be met throughout our organisation. However we also accept that it will take time to achieve 100% performance against each standard.
We will monitor our performance against the standards set out and use customer surveys to assess the quality of our customer service. Results will be published every year together with an explanation of the monitoring systems and improvements to our procedures. This will demonstrate how our performance is improving and what customers can expect in the future.
Future plans
We are also investigating a range of initiatives aimed at improving and extending our services and our customer care performance. These initiatives include:
- A call or contact centre based at our Shute End offices
- Enabling customers to access more services via our website, including financial transactions with us
- The introduction of interactive kiosks for contacting us or accessing information, particularly in more remote areas
- Equipping our field staff better, for example with hand-held computers.
Each of these options will be carefully evaluated, particularly in terms of cost verses benefit and the extension of choice for our customers.
