Roman Baths – B&NES Council Service Standards

Bath & North East Somerset Council

 

When customers contact us, we will:-

  • Be welcoming, polite and helpful

  • Give clear information about our services, avoiding use of jargon

  • Check that what we have said is clear and has been understood

  • Only ask for relevant information, explain why it is needed

  • Say when we can and can’t help and why, and what action can be expected from us. If we can’t help, we will say who can. If we don’t know, we will try to find out

  • Respect the right to confidentiality, privacy and safety

  • Not discriminate against anyone because of race, sex, marital status, age, disability, sexuality or religion

  • Arrange interpretation, translation and or signing when requested

  • Invite comments and complaints from customers

 

2. Letter Answering

In our letters we will:-

  • Use language that is easy to read and understand

  • Explain any complex or technical words

  • Give a named contact and phone number

  • Send a full reply to a letter within 15 working days of receiving it.  If this is not going to be possible we will send an acknowledgement within 5 working days, explaining why a full reply will take longer, and saying when it will be sent

 

3. Telephone Answering

When customers phone us, we will:-

  • Answer at least 80% of calls within 20 seconds or 6 rings

  • State clearly the name of the service

  • Give our own name if asked

  • Respond to any answerphone message by the end of the next working day at the latest

  • Offer to call back if we can’t respond immediately

  • Tell customers the name and number of the person we are transferring them to

  • Check that the person is available before putting the call through, and tell them the name of the caller

 

4. Handling Complaints

When a Customer is not satisfied, we will:-

  • Tell them about their right to complain and give them a copy of our complaints leaflet

  • Deal with the complaint on the spot if possible

  • Help them write their complaint if necessary

  • Accept a complaint verbally or in writing

  • Acknowledge a written complaint within 5 working days

  • Provide a full response within 20 working days, or an update on progress

  • If the complaint is upheld, find an acceptable remedy if at all possible

  • Seek suggestions from customers on ways in which they think we might improve services

 

5. Service Standards

The Council will develop and publish standards for all of its services. We will:-

  • make available service information through leaflets, posters and other means

  • provide service information on tape, in Braille or other formats when requested

  • make Council reports available to the public and details of decisions taken on them

  • use press releases as a further way of keeping the public informed

  • provide opportunities for customers to be consulted on major changes to policy and/or services

 

Our Expectation of Customers

We expect our staff to be treated with courtesy and politeness by members of the public.  We will support our staff who experience discrimination, abuse or threats from members of the public or others to whom they provide services.