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Our Customer Promise


We want to use every contact as an opportunity to add value to the customer. This could include sharing information about another service which could benefit them, helping to answer any queries they have about the services we provide or connecting together information we hold about them to ensure they are getting the support they need.

To ensure we do this in a consistent and effective way we have developed a ‘Customer Promise’. The ‘Customer Promise’ defines the way that all of our employees across the Council will work with customers, whether they are residents, businesses, partners or suppliers.

We will:

  • Make it easy for you to access information, services and support when you need them

  • Answer your queries at first point of contact and keep you informed if it takes longer

  • Value your feedback and take it into account when making improvements to our services

  • Only collect relevant information from you, store it safely and use it appropriately

  • Do what we say we will and put it right if we get it wrong

 

You can help us to deliver our promise by:

  • Working with us to get the information we need to help you

  • Let us know if you have any specific needs 

  • Treat our staff politely

 

Council staff will:

  • Be approachable and helpful, respectful and professional

  • Listen carefully in order to understand your needs

  • Respond quickly and efficiently to requests for Council services (see Staff Charter for timescales)

  • Give you straightforward information about our services and facilities

  • Ensure our services and facilities are accessible for everybody

  • Treat everyone equally and fairly

  • Be open and accountable

  • Respect your confidentiality

  • Consult customers about our services and welcome feedback.

  • Make reasonable adjustments to ensure access to services for all

  • Make information available on request in accessible formats e.g. large print

  • Have an interpretation service available and/or other support if required (this may require an appointment)

  • Ensure the website is in large text and speech output displays for people with impaired sight

  • Ensure any Council officer who has to visit your home, will show an official identity card without being asked. (If you have any doubt about the authority of a particular officer, check by phoning the Council)

  • Try to resolve problems as soon as possible and encourage customers to raise concerns. If your complaint cannot be resolved informally, we have a formal complaints procedure

  • Monitor our customer service against the standards we have set in our Customer Charter in order to improve our service delivered to you our customer

  • Aim to answer 70% of all queries at first contact or we will connect you as quickly as possible to the person you need to speak to.

 

Our Staff

  • Should be treated with respect

  • Will not accept any form of abuse or discriminatory behaviour.

 

Staff will:

  • Wear name badges, where applicable

  • Acknowledge customers on arrival and aim to see them within 5 minutes

  • State the Council’s name when answering switchboard and/or when answering the telephones will state their name and section

  • Answer all telephone calls within 20 seconds

  • Where possible when someone is not available, take a message, offer voicemail facility or arrange for someone to ring you back

  • Respond to voicemails within one working day of receipt

  • Acknowledge receipt of written enquiries within 3 working days and respond within 10 working days

  • Respond to stage 1 complaints within 5 working days (see Feedback page)

  • Acknowledge a stage 2 complaint request within 3 working days

  • Respond to stage 2 complaints within 20 working days

  • If an investigation into a stage 2 complaint takes longer than 20 working days, we will write to the customer, advising of revising time limits, and providing updates on progress

  • Provide contact details (job role, email and phone number) should the customer need to contact them again

  • Will communicate in plain English free of unexplained technical language

  • Direct customers to the correct service provider, when the customer is asking about a service outside the Council (See Useful Contacts - Services Which The Council Is Not Responsible For)

  • Receive ongoing customer training.

Visiting our facilities:

  • We seek to provide easy access for all visitors to our facilities

  • Our facilities will be clean, welcoming and provide information about the council’s services

  • If your appointment is delayed by more than 5 minutes, we will give you an explanation.

Contact Us

T. 0300 123 4568
E. info@antrimandnewtownabbey.gov.uk
 

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