We believe that customers have the right to a consistent good standard of service whenever and however they contact us. That includes delivering the kind of customer service that we would want for ourselves: easy, fair, honest and helpful.
Easy
We will:
- provide ways for you to get in touch - online, telephone or in person by appointment
- provide help and support to access online services and customer accounts
- aim for our services to be accessible, easy to access information, report issues and pay
- provide language interpretation and translation
Fair and honest
We will:
- set clear expectations about our policies, processes, and standards, telling you what we can and cannot offer and why
- clearly explain our actions to you, so that you understand our decisions
- say sorry if we get something wrong and learn from our mistakes
- keep your information and data secure in compliance with our GDPR Data Protection Policy
Helpful
We will:
- ensure you feel confident that we have listened to you and understood your needs
- take action and aim to get it right for you first time
- always look to continually improve the ways we do things
- deal with things on time and tell you when there is a delay
Our commitment to you
To ensure that our customer service standards are maintained, we will:
- ensure staff tell you their name and department, so you know who you are dealing with
- train our staff to always provide the best possible service
- listen to your feedback
- acknowledge and respond to complaints in line with our corporate policy.
- treat you respectfully, welcome diversity and be inclusive
Our expectations of you
As a Norwich City Council customer, you can expect to be treated fairly and with respect. In return, we ask that you:
- access services online if you are able to
- be polite and respectful
- don’t use abusive language or behaviour when dealing with our staff or contractors
- provide accurate and honest information so that we can deal with your request as promptly as possible and inform us of changes
- let us know in good time if you need to cancel or rearrange an appointment
