The following are local standards specific to this service.  Details of the Coporate Service Standards can be accessed here.

Standards you can expect from your Public Protection Service.
                        
Setting out the standards of service you can expect from us and our commitment to excellent service.

1. Our staff will at all times treat users of the service with courtesy and respect. 
2. We will respond to all letters e-mails or other requests for information within ten working days. In responding to you, we will always give full contact details of a named officer in case you need to follow up your enquiry.
3. We aim to answer all telephone calls from you within 5 rings.  Occasionally your call may be answered by our voicemail facility, which will give you an opportunity to leave a message. We will respond to all voicemail messages within 2 days.
4. When you report a complaint such as against a business, we cannot always give you an answer on the spot, but we aim to respond to all complaints within 4 working days and will regularly keep in touch with you regarding progress.
5. Any officer visiting your home or your place of business will show you their official identification badge including photo. If you are in any doubt about a caller to your home, do not let them in. Our staff will happily wait while you call our office to confirm they are genuine.
6. If we are unable to keep an appointment, we will contact you to inform you of the situation
7. Businesses can be expected to be treated in accordance with current best practice enforcement standards.
8. On request, we will arrange for you to receive the support of an interpreter, including, if needed, a British Sign Language interpreter. Information is available in other languages. In appropriate cases, home visits can be arranged.
9. We regularly monitor the quality of service we provide and the feedback we receive from you is important to us. We value your comments, which are used to make improvements to the service we provide to you.
10. If you are not happy with the service we have provided, you have a right to make a complaint. We will inform you of what you need to do in such cases.

A Commitment to Mutual Respect.

You have the right to expect the best service from us and we will endeavour to provide that service with respect and dignity. In return we ask the same from you.

Where a member of the public has been abusive either on the telephone or face to face, staff will politely but firmly close the conversation and inform their line manager.

The Council cannot solve every problem all of the time, but will strive to ensure that the customer is comfortable with the service they have received and with the ‘next action’.

Meeting the Diverse Needs of Our Customers.

We will treat all people fairly, whatever their age, sexual orientation, religious belief, disability, gender or race. Everyone will have equal access to our service.

Where specific assistance is needed, e.g. hearing loops, assistance with reading or translation requirements, we will endeavour to provide the required assistance.