Our Pledge

We aim to provide high-quality customer information and advice to customers no matter how you prefer to contact us.

Our Promise

When you use our services, we will...

  • Be courteous, polite and helpful
  • Be open, honest and explain our decisions.
  • Deal with you in a respectful and professional way
  • Respond to the diverse needs of our customers, adapting our approach when needed
  • Provide information in clear and easy to understand language.
  • Listen to your feedback, and any ideas you a have to improve our services
  • Value and respect diversity of customers, and try to meet any individual requirements.
  • Ensure our staff are adequately trained to give you the help and advice that is needed.
  • Apologise if things go wrong, and do our best to put things right quickly.

Our aims and standards

When using our Website we aim to…

  • Provide 24 hour access to www.rctcbc.gov.uk at least 99% of the time
  • Provide information and transactions for key Council Services.
  • Ensure at least 80% of our Customer Enquiries are resolved through the website.
  • Ensure at least 80% of our Customers are satisfied with the service

When dealing with you over the Telephone we aim to...

  • Answer your call in 135 seconds on average.
  • When closed, inform you of our out-of-hours emergency service and respond within 30 seconds
  • Ensure at least 90% of our Customer Enquiries are dealt with a first point of contact.
  • Ensure at least 90% of our Customers are satisfied

When dealing with you in Person we aim to...

  • Provide access to advice and information in a safe and welcoming 'one stop shop' environment
  • Offer one to one appointments within 5 working days of booking, and see you at the agreed time
  • Ensure at least 90% of our Customer Enquiries are dealt with a first point of contact.
  • Ensure at least 90% of our Customers are satisfied

If you send us, an email we aim to...

  • Send you an instant automated acknowledgement
  • Review and allocate your request with the relevant service department within 5 working days
  • In addition, advise you the 'case' reference.

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