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Calderdale Customer First

Our care standards

In November 2004, Calderdale Council introduced a range of corporate customer care standards. The standards lay down a level of service that customers can expect to receive when they request services or contact the Council with a query.

The standards are part of the Council’s Customer Relations Strategy, designed to improve customer service to all Council customers, and will be followed by the development of a range of service-specific standards for all our areas of work.

We aim to:

• provide a helpful, friendly and professional service at all times;
• answer your query at the first point of contact with the Council wherever possible;
• acknowledge you as soon as you arrive and start to deal with your query within ten minutes of calling into a Council office - in some cases this may identify the need to arrange an appointment at a convenient time;
• answer your telephone call within five rings;
• acknowledge e-mails received via Customer First within one working day;
• respond to your fax within two working days;
• respond to your letter, giving you a named personal contact and a detailed response, within ten working days;
• listen to your views and use these to continually improve the delivery of our services;
• ensure that staff identify themselves by name;
• challenge unacceptable behaviour, in the interests of other customers and our staff.

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