Community safety customer care charter
Boston Borough Council's Community Safety Team has devised a Customer Charter to deliver a response required by residents who raise issues with us.
It sets out the standard of services we aim to provide people who contact us.
When you get in touch with us we will:
- Be welcoming and polite.
- Tell you who we are and which service we work for.
- Listen carefully to what you say.
- Record your details accurately.
- Give enough time to deal with your enquiry.
- Deal with your query in a fair, helpful, respectful, friendly and efficient manner.
- Resolve enquiries at the first point of contact where possible and do all we can to support you.
- Explain what further information we need from you to help resolve your query
- Be prompt with our responses.
- Respect your legal rights under the Data Protection Act.
- Provide opportunities for you to be consulted and give feedback on how we are delivering services.
- Apologise if we make a mistake and correct it as quickly as possible.
- Provide you with a full explanation if we are unable to give you what you are asking for.
If you visit us we will:
- Welcome you on arrival.
- Deal with you promptly; keeping delays down to a minimum (we aim to see 90% of visitors within 10 minutes).
- Wear our identity badges so you know who we are.
- Respect your privacy and see you in a private place if you prefer.
- Offer an appointment if this is more suitable.
- Assist any visitors with particular access requirements.
If we visit you at home we will:
- Visit you at a time that is convenient for you where possible.
- Identify ourselves by showing you our identity badge.
- Keep an appointment or make contact with you if we are delayed.
- Respect your home.
If you telephone us we will:
- Answer 80% of calls within 20 seconds.
- Greet you with hello/good morning or afternoon; give you our name and which service you have contacted.
- Try to answer your query. If we are unable to we will give you the contact details of the person who should be able to answer your query before we transfer you.
- Take your contact details if the person you wish to speak to is unavailable and ask that person to make contact with you either the same day, if possible or the next working day.
- Only use voicemail when it is not possible for us to answer the telephone. If you leave a message we will either make contact the same day, if possible, or the next working day.
If you fax, email or write to us we will:
- Provide a full response to 90% of letters, faxes and emails within ten working days, making reference to the date of your enquiry. If we are unable to do this we will write to give you a date when you can expect a full reply.
- Use language which is clear to understand in our reply.
- Include a contact name and direct telephone number to help you if you need to contact us for any further information.
- Use Braille, large print and different languages if you need us to.
|[63kb]||Community safety customer care charter (leaflet)||Community safety customer care charter (leaflet)|
|[68kb]||Community safety customer charter||Community safety customer charter document|
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