At Norwich City Council, we believe in providing a consistent, high standard of service whenever and however you contact us. Our goal is to deliver the kind of customer service we would want for ourselves: easy, fair, honest, and helpful.
Easy
We will:
- Offer multiple ways to get in touch, including online, by telephone, or in person by appointment.
- Provide help and support to access online services and customer accounts.
- Ensure our services are accessible, making it easy to find information, report issues, and make payments.
- Offer language interpretation and translation services.
Fair and Honest
We will:
- Set clear expectations about our policies, processes, and standards, explaining what we can and cannot offer and why.
- Clearly explain our actions so you understand our decisions.
- Apologise if we make a mistake and learn from it.
- 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 the first time.
- Continuously improve the ways we do things.
- Handle matters promptly and inform you if there is a delay.
Our Commitment to You
To maintain our customer service standards, we will:
- Ensure staff introduce themselves by name and department, so you know who you are dealing with.
- Train our staff to 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.
- Avoid using abusive language or behaviour when dealing with our staff or contractors.
- Provide accurate and honest information so we can handle your request promptly and inform us of any changes.
- Notify us in good time if you need to cancel or rearrange an appointment.
