Customer Care Charter

Our commitment to our customers

Reading Borough Council is here to provide public services to the community of Reading.

It commits to use its resources effectively to offer the highest quality services possible delivered fairly and courteously by well-informed staff who take pride in what they do.

To help us deliver a high standard of customer service we ask you to behave courteously and reasonably towards our staff and to other service users.

We aim to...

• get things right first time
• answer telephone calls within 20 seconds within office hours
• respond to letters within 5 working days
• see customers within 10 minutes of presenting at our receptions within office hours
• acknowledge emails and web enquiries within 24 working hours
• acknowledge any complaints within 5 working days

We will:

• wear identity badges or uniforms at all times when on Council business
• offer customers a private setting to talk about confidential matters
• where possible offer customers whose first language is not English the services of an interpreter or translator

We will not:

• always be able to give customers what they want. If we cannot we will, where possible, offer options or alternatives
• accept any form of abuse or discriminatory behaviour against our staff or our customers

Customer Care Excellence Award

If you would like to nominate a member of staff for a Customer Care Excellence Award visit the related information link on the right hand side or pick up a leaflet from Council receptions.