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Eden District Council
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Customer Services Charter

We want to provide a service that meets our customers needs and expectations. We hope that this Customer Service Charter will help us to do this.

We will:

  • Treat you with courtesy and respect
  • Always give you our name
  • Ask for your views
  • Guarantee that any complaint or comment will not affect the service we provide to you

When you visit the office:

  • We aim to speak to you within 5 minutes
  • We will always ask if you wish to discuss matters in private
  • We will arrange an appointment for another time or date if the private interview rooms are too busy

When you telephone we will:

  • Always give our name when we answer your call
  • Attempt to resolve your query whilst you are on the line
  • Ring you back if your query is more complicated
  • Ring you back promptly if you leave a message

When you write to us we will:

  • Attempt to answer your letter within 5 working days: or
  • If we cannot answer your letter within 5 working days we will acknowledge your letter and send a full reply within a further 14 working days

You can help us to help you by:

  • Giving us your suggestions for improvements to our services
  • Being considerate to our staff
  • Keeping appointments or letting us know if you can't keep them
  • Being considerate to other customers in our waiting areas

Office Opening Hours:

Customer Enquiries:
Monday to Thursday 8:45am to 5:15pm
Friday 8:45am to 4:45pm

Please note we do not open until 10am on the second Wednesday of each month. This is to allow for staff training.

Address for Correspondence

Revenues and Benefits Section
Eden District Council
Town Hall
Penrith
Cumbria
CA11 7QF

Email: