Contact:
  • Customer Services 
  • Address:

    The Guildhall, High Street, Bath, BA1 5AW

  • E-mail:
    councilconnect@bathnes.gov.uk 
  • Telephone:
    01225 39 40 41 
  • Fax:
    01225 47 78 09 
  • Minicom:
    01225 47 73 09 
  • Page Updated:
    09/10/2008
  • Author:
    Council Connect 
A to Z Index

Council Connect

Local Offices

Service Charter and commitments

Performance targets and published results

Customer research and feedback

 

Local Offices Service Charter

At Bath and North East Somerset Council Customer Services we aim to comply with the following service standards to ensure that we deliver a professional and efficient service to all our customers.

We aim to provide a service that is easily accessible, and provides a safe, tidy and clean environment for our customers to visit and use. Our staff will be polite and welcoming and will offer a professional and courteous service without prejudice or bias, respecting confidentiality and trust. 

If you visit a Customer Service access point to make an enquiry during normal opening hours:

  • You will be seen by a Customer Services Officer within 3 minutes of your arrival.

  • We will aim to ensure that 80% of enquiries are handled appropriately at the first point of contact.

  • If we are unable to fully resolve your enquiry at the first point of contact we will ensure that your enquiry is referred to the relevant service provider for completion, ensuring that full details are provided to you for future reference.

  • We will ensure staff are easily identifiable through the display of a Bath and North East Somerset identity badge.

  • We will ensure we are open in accordance with the opening times displayed within each Customer Services access point.

We operate within the Council’s Corporate Complaints Policy and procedures:

  • We will issue an acknowledgement to your complaint upon immediate receipt. A full reply will be sent within 15 working days from the date the complaint was received. If we need to make further investigations we will keep you, the customer informed. 

We want to know what you think about the service we provide you:

  • We use various means to survey our customers. We welcome and invite regular feedback on our service standards to ensure we regularly review our service delivery and performance. Where possible we will display customer’s comments including our response which will be located at each Customer Service access point.

We need our customers to treat our staff with courtesy and politeness, advise us of any change to their personal circumstances that may affect the services that we provide or tell us if we have exceeded your expectations or not delivered a service to your satisfaction.