Customer care

Online services

We encourage residents to use our 24-hour online services. You can easily pay, apply or report an issue online.

Using the website for self-service instead of the telephone benefits everyone:

• Faster Processing: Online applications, reports, and changes are directed straight to the appropriate team, allowing for quicker handling.
• Customer Service Efficiency: Our customer service teams can better assist those who are unable to use online services.
• Reduced Call Waiting Times: With fewer people calling, those who need urgent help or can’t use online services can get through more quickly.
• Cost Savings for Essential Services: Self-service is more efficient and cost-effective, enabling the council to allocate more funds to essential services.

What you can expect from us

We aim to:

• answer 80% of our telephone calls – please note, due to high demand callers may experience longer wait times during peak periods (9am – 10am, Noon to 2pm on Mon to Fri)
• see you within 15 minutes of arriving in reception
• acknowledge social media messages within 2 hours
• resolve your request with your first contact – if possible
• respond to complaints/requests in line with the policy

We can arrange private meetings if necessary.

What we expect from you

You should:

• tell us about any changes in your circumstances as soon as possible
• treat our staff with dignity and respect

We have developed a persistent complainants policy  to deal with people who make unreasonable demands on our services.

Zero tolerance policy

This policy explains how we manage actions that result in unreasonable behaviour towards our staff.

We aim to deal fairly, honestly, consistently, and appropriately with all our customers, including those whose actions we consider unacceptable. We believe all customers have a right to be heard, understood, and respected. We aim to provide a service that is accessible to all and will make all reasonable adjustments to accommodate customers’ needs.

The zero tolerance policy is required to address a limited number of cases where actions/behaviours become unacceptable as they involve abuse of our staff, stop staff from doing their work or providing a service to others, or make staff feel bullied or unsafe.

Read the full zero tolerance policy

Customer Experience Strategy

This strategy sets out our vision to achieve the best possible experience for our customers, whoever they are (residents, businesses, partners or suppliers) and whenever they deal with us.

Customer Experience Strategy 2020 – 2024