Customer Services Charter
This charter sets out the standard of service that customers should expect to be treated with when they contact the council.
"Service for our customers – We put our customers at the heart of everything we do."
As a council we are committed to delivering excellent customer service. This will be guided by two core principles:
- Put customers first in everything we do
- Make every customer contact count
Put customers first in everything we do
As a council our customers are our residents, businesses, charities, and community organisations, as well as everyone who visits Nuneaton and Bedworth.
We are here to serve all our customers, and our work should be centred around the needs of our customers and the local community.
Make every customer contact count
Every contact we have with a customer matters. We must make sure as a council that we use the opportunity that contact gives us to leave a positive impression through excellent customer service.
Every contact also gives us an opportunity to make sure that we are supporting our customers as much as possible. Across every contact we make, it is important that we identify the customers genuine needs - not just their stated needs.
What can customers expect from us
- Timely delivery – customers can expect their enquires to be answered in a relevant timescale when they contact the council, and we will keep customers informed of how long a service will take to be delivered
- Polite, friendly and professional – customers can expect to be communicated with in a polite, friendly and professional manner always
- Clear communication – customers can expect our communication to be clear and concise from the council and delivered in a way that can be understood
- Customer first design – customers can expect services that are designed around customer needs and designed to make the process easy for customers
- Accessible services – customers can expect services that are accessible to them. This will mean that services will be accessible in several ways to suit different customers’ needs
- Clear standards – customers can expect us to be clear about our standards and how we are performing against these standards
- Responsibility - customers can expect us to be responsible for our actions and will expect us to do what we say we will do
- Accountability – customers can expect us to be accountable and to make things right when things have gone wrong. Customers should always have access to a robust complaints system
What we expect from customers
We are committed to delivering an excellent level of service for our customers, and in return we expect customers to:
- Treat our staff with respect- our staff work hard to help all of our customers, and we will not tolerate abusive behaviour of any kind
- Be on time for appointments- being on time for appointments helps us to work efficiently
- Tell us when something changes- help us to help you by keeping us updated with the most up to date details
- Work in partnership – help us to deliver the best service for you by being open about your needs