Customer Services Strategy

We deliver many different services from rubbish collection, to advice on dangerous structures. These can be general services, which impact on everybody, or more specialist services, which only affect a few people.

Our customers can be residents, businesses or visitors to the district and, while they can all have different requirements, everyone is likely to want their services delivered consistently, accurately and as quickly as possible.

We have to balance our legal requirements with local needs and, in an increasingly difficult financial environment, deliver those services as efficiently as possible.

Our customer services strategy sets out our corporate approach to customer services. Any future changes or projects that affect our customers will be aligned to the principles set out within it.

Read our customer services strategy [pdf] 752KB

Our action plan

Our action plan details how we will put our customer services strategy into practice. Find our what we are doing to improve our service to you.

Improve our webchat service

We aim to improve our webchat service by increasing the amount of services available. We will also increase the resources available in our Knowledge Bot for any chats which occur out of our normal working hours.

Improve integration with our website

We aim to improve integration between our services and our newly redesigned website to ensure that customers are always able to access resources easily and hassle free.

Invest in additional training for all our staff

We aim to invest in additional training for all our staff to enable them to provide the highest level of customer service to the very best of their ability.

Improve customer feedback options

We aim to improve the way our customers can provide feedback on our services. We will put this feedback to use when reviewing our practices and procedures to rectify areas that need improvement.

Adapt our systems to provide the quickest and most effective service to our customers

We aim to improve our systems to provide the quickest and most effective service to our customers. This includes modifying our current telephone system to streamline customer enquiries for a faster resolution.

Streamline our services to enable most of our customer's bigger enquiries to be handled over the phone or via our website.

We aim to streamline many of our services to enable our customers to easily access and complete these from the comfort of their own home, without hassle.

Last updated: November 2021