Customer charter
Our standards
Courteous and Professional
- One Stop Services officers are easily identifiable in a blue uniform and wearing a name badge.
- We aim to provide a polite, welcoming and efficient service, resolving your enquiry first time where possible.
- All matters will be treated in confidence. Our staff will deal with your enquiry with sensitivity and discretion.
Easy to Do Business with
- We will be fair in the way we deliver our service and treat all members of the community equally.
- We will provide services accessible to all our customers.
- Where we are not able to provide information, we will liaise with the necessary departments on your behalf to get your enquiry resolved.
- Our staff speak a wide variety of languages in addition to English.
Responsible and Accountable
- We will be responsible and accountable for the accuracy and quality of our work and are committed to investing in our staff development so we can help you more efficiently.
- We will respond to any formal complaints about One Stop Services within 10 working days.
- We are committed to the corporate aims for customer care and will deliver within these agreed standards.
The facilities we offer include:
- A wide range of leaflets and information to take away.
- Free telephones to contact Council departments.
- Cashiers service for all payments due to the Council.
- Access to planning applications, planning documents for sale and the facility to carry out searches at our City Hall site.
- Application checking service for licenses such as street trading, skip and temporary structures.
- Full disabled access, including disabled toilets at each site.
- A photocopying service for all Council-related documents.
- Interpreting facilities for non-English speaking customers.
- Video phone with access to sign language translators for deaf and hard of hearing customers.
