Our relationship with you

Working together with mutual respect and understanding

We will:

  • treat you fairly and as an individual
  • be open and straightforward with you
  • listen to what you are saying
  • take ownership of your enquiry
  • give you a timescale for resolving your enquiry
  • treat your personal information in the strictest confidence
  • apologise if we get things wrong and try to resolve the situation
  • continually learn and aim to improve our service

We will not:

  • accept violence, aggression, verbal abuse or threats towards our staff
  • hesitate to ask anyone who abuses a member of our staff to leave council premises
  • tolerate abusive telephone calls and will not respond to emails, social media posts or letters that are offensive
  • hesitate to report incidents of abuse and violence to the police

To protect our staff and other customers, we may record and share details of any aggressive behaviour across the council.

Your feedback

Your feedback (good or bad) lets us know when we have provided a good service, or where we could have done better. If you want to compliment us for a job well done, you can use our general feedback form.

If you think that we could do better, please let us know where we need to improve.

Where we have made a mistake, please let us know so we can put things right and learn and make changes to try to stop it happening again.

A complaint could refer to an occasion when you feel that we have:

  • not provided a good service
  • done something wrong
  • not done something we should have
  • not done something in time, or within the time promised
  • not treated a person in a professional manner

Request a reasonable adjustment

If you have a disability or long term condition and need a reasonable adjustment to communicate with us, contact us by: