CLICK HERE to view our Customer Service Strategy

Our Commitment

The hallmark of our Customer Service Charter is our promise to provide consistently professional and high-quality service. This means that at all times our staff will:

• Treat customers with courtesy and consideration, and be helpful.
• Attend to customers’ questions and needs promptly.
• Not disclose any information about customers without customer consent, except as permitted by law.
• Be honest, ethical and professional at all times.
• Use plain language.
• Listen to customers with respect.
• Provide a 24 hour enquiries service.
• Respond immediately to high priority emergencies.
• Where necessary, enforce rules which protect the community.
• Be transparent and accountable.
• Apologise if we make a mistake.

Our Service Standards

Council staff aim to:

• Respond to telephone and email enquiries within three working days.
• Where telephone enquiries are more complex, either make an appointment for the customer to meet with a staff member or arrange to call the customer when the information is available.
• Acknowledge, and where possible answer, mailed enquiries within 15 working days.
• Attend to the customer as soon as practicable if the customer does not have a pre-arranged appointment and, where possible, provide the customer with information while they wait.
• See the customer punctually at the scheduled time if the customer has a pre-booked appointment, whether it is in or out of the office. If there is to be a delay in seeing the customer, we will keep them informed.
• Arrange mutually agreeable times for site visits with the customer for a no-surprises approach.
• Respond to all high priority emergencies immediately and provide the customer with feedback on the outcome of any investigation.

Our Responsibilities

As part of our regulatory role, the Council is required by Government to:

• Administer various regulations and uphold the law.
• Safeguard the public interest.

These responsibilities may not always match customers’ expectations or wishes. Where there is conflict that cannot be resolved at staff or manager level, further avenues of appeal to external regulatory bodies may exist.  We will be happy to advise customers of these procedures.

Feedback on our Services

We aim to keep improving our service and seek customers’ evaluation and feedback on our performance. Please contact us if there are some aspects of our service you believe we have not done well, could do better or, for any reason, were not satisfied with. CLICK HERE to send email.