Customer Charter


Customer Charter

The Customer Charter sets out clearly the customer service you can expect from us

Principles of the Customer Charter

We will:

  • be professional, helpful and courteous
  • take responsibility for your enquiry
  • deal with your enquiry as quickly as we can
  • provide equal access to our services
  • say sorry when we get things wrong
  • be cost efficient in all our processes, to keep costs to residents to a minimum

The principles are supported by a set of more in-depth standards we expect our staff to meet. We ask that you treat our staff with respect.

Give us feedback

Having been awarded the nationally acclaimed Customer Service Excellence standard, we know that you will already have a high level of confidence in the way we handle your contact with us.  

Download the pdf icon Customer Service Excellence Assessment Report [911kb] and the pdf icon 2017 update [611kb] to find out more.

However, we know that no-one gets everything spot-on all the time, which is why we value your feedback.

We would like to hear from you if you have a suggestion to let us know how we could do things better, or if you feel we have done something really well so we can keep doing it to benefit both you and our other customers.

Give us feedback

Ways to contact

Visit our ways to contact page to:

  • send an email directly to one of our teams;
  • find out where we're located;
  • find out our phone number; and,
  • find out our opening times so you can pay us a visit.