Customer charter

Last Updated: 3 April 2024

We are committed to giving the best level of service to everyone.

Our commitments to you

How we can work together.

Getting it right

We will:

  • provide you with the correct decision, information or payment
  • explain things clearly if the outcome is not what you’d hoped for
  • say sorry and put it right if we make a mistake
  • use your feedback to improve how we do things

Keeping you informed

We will:

  • deal with your request the first time you contact us, or as soon as we can
  • tell you what will happen next, and by when
  • keep you updated of progress

Treating you properly

We will:

  • be helpful, polite, and treat you fairly and with respect
  • do what we say we will do
  • try to understand your circumstances
  • follow processes correctly
  • tell you what you can do if you’re not satisfied with how you’ve been treated
  • respect your privacy and personal information
  • investigate all reports of fraud, to protect public money

Easy access

We will:

  • make more of our services available online, to use at a time that suits you
  • publish information about services online
  • explain how to contact us in other ways

You can help us by

  • giving us the right information at the right time
  • telling us when something changes
  • being on time for appointments
  • treating our staff with respect
  • showing tolerance and respect to everyone in our community

Getting back to you

We’re committed to making sure that, when you contact us, we get back to you as soon as we can.

When you use our website

The fastest way to contact us and to find information is on this website.

You can now register for My Account. With My Account you can pay and apply for council services, report issues, contact us or check information 24 hours a day seven days a week.