Our Promises To You

Torbay Council aims to provide you with high quality services and information. This charter sets out what you can expect from us and the help we need from you.

We need to hear from you if we are not achieving the standards set out in the Charter. We also welcome your comments and suggestions as to how we can improve our service to you.

• Answering the telephone
• Answering letters, faxes and e-mail
• Seeing us in person
• Dealing with comments, complaints and compliments
• Keeping customers informed
• How you can help us

Answering the telephone

We will:

• Greet you clearly and politely
• Give you the name of the person you are speaking to
• Respond to your call within 6 rings
• Ensure that your phone messages are returned within 2 working days

Answering letters, faxes and e-mail

We will:

• Respond to your letters, faxes and e-mails within 5 working days
• Use plain language and avoid unnecessary jargon

Seeing us in person

We will:

• Ensure that visitors are seen within 10 minutes of arriving
• Be on time for pre-arranged appointments

Dealing with comments, complaints and compliments

We will:

• Record your comments and use them to improve our service
• Reply to any complaint within 10 working days
• If you are unhappy with the outcome, the case will be investigated by an independent person, who will give you a response within 28 days

Keeping customers informed

We will:

• Provide useful and up to date information about our services
• Tell you how to get hold of information in other formats or languages, such as large print.

How you can help us

• Treat us and other customers with respect. We will not tolerate harassment, threats or verbal abuse. If you behave in a violent or threatening way, we may refuse to deal with your query or ask you to leave the office
• Provide us with the information we need to answer your query

Working together for our customers

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Related Documents

Housing Services Customer Charter

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