Everyone at Eden District Council is committed to
providing our customers with a professional, personal and friendly
service. We want to deliver the best possible service to all our
residents and visitors. To ensure that you receive a high quality
service, we aim:
For personal visits to our
offices:
- To attend to you promptly and politely. This
should be as soon as is reasonably possible and within 5 minutes of
you arrival.
- To action your request or satisfy your enquiry
at the first point of enquiry, wherever possible.
- To create and maintain a welcoming atmosphere
in our reception areas.
- To provide disabled access and hearing loop
facilities.
- To make a private area available to discuss
sensitive issues.
- To display and communicate clear opening
times.
For your telephone calls:
- To answer your calls promptly and usually
within 15 seconds.
- To answer all calls professionally and with a
personal greeting.
- To only release a transfer call, when it is
established that someone is there to take the call.
- To only transfer a call to a Voice Mail
service, on the request or agreement of the caller.
- To acknowledge all telephone messages received
in the Contact Centre within 1 working day.
For Home visits:
- To provide home visits when necessary. All
officers will carry and display clear Eden District Council
identification.
For Correspondence:
- To respond to your correspondence within 10
working days. For complex enquires where a full reply may take
longer than this, an interim response will be sent out within 10
days and the full response completed within 20 working days.
- To respond to all e-mail enquiries within 1
working day.
In General, we aim to:
- Keep any appointments that we make.
- Respect and treat all of our customers fairly
and equally.
- Ensure that all employees carry and display an
Eden District Council identify card.
- Be polite and courteous in all our
actions.
- Produce readily accessible accurate and up to
date information on all of the services we provide.
- Provide a translation service on request to
enable effective communication with any customers whose first
language is not English.
In return for this commitment we would
ask that you:
- Treat all of our employees with politeness and
respect.
- Inform us clearly about how we can help
you.
- Keep appointments with us, or inform us
promptly if you are unable to do so.
- Provide any documents or information we need
to manage your enquiry.
- Ask us to explain anything you are not sure
about.
- Give us the opportunity to rectify and errors
or misunderstandings.
- Tell us about the service you have
received
If you have any questions or issues about our
Customer Charter, we would be pleased to hear from you.
To contact us, simply choose from the following
options.
