Bath & North East Somerset Council

Customer Service Standards

Standards of service you can expect when contacting the Council:

In person

We aim to:

• Offer a welcoming and efficient service
• Ensure staff identity badges are clearly visible at all times
• Display opening times and be open when we say
• Provide services that everyone can access
• Provide a safe, tidy and clean environment for our customers to visit and use
• See customers on time when they have made appointments at our offices. If we have to cancel appointments, let customers know in good time and re-book a mutally convenient appointment

By telephone

We aim to:

• Answer the phone giving our first name and department name
• Answer 80% of all calls within 20 seconds

By SMS Text Message to Council Connect

We aim to:

• Send a reply within same working day
• Ensure responses will be given within a maximum of 3 messages, and if we can't do this, we will call instead to discuss

By email to Council Connect

we aim to:

• Send a reply within same working day
• Send emails that are clear, concise and easy to read and understand

By letter to the Council

We aim to:

• Send an acknowledgement to all complaints within 5 working days
• Send a full reply within 15 working days from the complaint being received. If we need to make further investigations we will tell the customer.

Our expectation of our customers

We need our customers to:

• Tell us if we have exceeded your expectations or have not delivered a service to your satisfaction
• Let us know if you no longer require a service, or wish to cancel an appointment we have previously made for you
• Inform us of any changes to circumstances such as address, status and contact numbers
• We expect our staff to be treated with courtesy and politeness by members of the public