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Customer Charter service standard

What you can expect from us . . .

  • We will attend to you promptly when you are visiting any council premises
  • We will acknowledge your letters and on line requests within 3 working days
  • We will provide a response to your letters and emails within 10 working days
  • If you telephone us, we will aim to answer your call within 7 rings (21 seconds) 

 The standards customers can expect from us

Service Standard easy accessEasy Access

 

  • We will make it easy for you to find out what services are available to you.
  • We will provide four main ways for you to obtain services - by website, telephone, in person or by email/letter.
  • We will make our opening hours clear.
  • We will make our application processes simple and easy to understand.
  • You will not have to repeat information.
  • We will provide modern, comfortable places for you to access services in person.
  • We will ask how you prefer to be contacted, and use this method where we are able.
  • We will provide information in other formats and languages upon request

Service Standards on time

  •  

  • On Time

  • We will tell you how long it will take to deal with your service request.
  • We will tell you what will happen next and how you can get the service you require.
  • We will keep in touch and tell you how your request is progressing.
  • If we need to make an appointment to meet you, we will offer times which are convenient for you.
  • We will keep to our scheduled appointment times.
  • We will complete outstanding work within a reasonable timescale, which is agreed with you.
  • We will ensure that all the time which is allocated to you is spent with you.

 Service Standardsright result

  • Right Result

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  • We will provide you with information that is easy to understand.
  • We will aim to reach the right outcome for you.
  • We will take your views into account
  • We will offer you choices and alternatives.
  • We will give you an explanation for our decisions.
  • We will tell you what you need to do if you are dissatisfied with the outcome of your service request
  • We will provide aftercare for some of our services, to check whether the service you are receiving is suitable for you.
  • We will ensure that you are kept informed of any changes to services.
  • We will tell you upfront about any costs you are responsible for.
  • We will work with others to ensure we are able to personalise the service we offer.
  • Our staff will be honest; if we can't help you, we will tell you who can.

 Service Standard treated right

  • Treated Right as a Valued Customer

  • We will always put our customers 1st.
  • We will listen to your needs, allowing you time to fully explain your circumstances.
  • We will treat people fairly and with dignity.
  • We will take your needs seriously and treat you and your home with respect.
  • We will be honest about our service delivery timescales.
  • We will respect your privacy.
  • We will think about all the people involved in your service request, eg parents, carers, family and friends
  • We will be flexible in our approach, enabling customers to change their mind.
  • We will ask for your feedback, and act upon it
  • We will tell you how we are performing against our service standards.  You can find this information at www.rotherham.gov.uk/performance.

Did we meet our standards?

We value your feedback about these standards and all elements of our service.  You can use our online comment form to give us feedback.

Last updated: 17/11/2011

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