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Eden District Council
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Customer Charter

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 any 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.

Contact us by:

Robin Hooper Chief Executive

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