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 188 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 93% 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 3 working days of booking, and see you at the agreed time
- Ensure at least 93% of our Customer Enquiries are dealt with a first point of contact.
- Ensure at least 93% 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.