Our Service to You

We have developed these service standards so that our customers are clear about the level of service they can expect to receive from the Council. We review our service standards each year and involve service users in this process. We monitor standards and publish the results in Gateway, our newsletter
for residents, and on our website.

Our Customer Service Aims

We want to deliver excellent service to all our customers and aim to:

• Consult and involve local people in defining and improving our services;
• Make sure everyone can obtain
• the services they need when they need them;
• Make sure our services are provided by staff who are trained and well informed;
• Provide easy to understand information about our services;
• Be fair and equal, open and accessible.

If we meet our aims:

“ Our customers will receive services that meet their needs but exceed their expectations”.

What you can expect of our staff

Our staff will:

• Behave professionally and politely;
• Wear name badges or tell you who they are; and
• Show you official identification if they need to visit you at your home.

What you can expect of our offices

Our offices and reception areas will:

• Be accessible and welcoming;
• Be tidy, clean and safe;
• Have useful information on display; and
• Display opening times and out-of-hours contact numbers.
  
  Call 01670 535000
  Click www.castlemorpeth.gov.uk
  Come in 28 Bridge Street,
  Morpeth NE61 1NL

What you can expect when you visit us

• Our reception staff will see you within five minutes of you arriving;
• You will have the right to a private interview if you want;
• You can ask for an appointment to see a member of staff;
• If your appointment is delayed,we will tell you and explain why;
• If you need an interpreter or a British Sign Language interpreter, we will arrange for one to be present at your appointment.
• If you are not able to visit our office, we will make other arrangements to see you.

What you can expect on the phone

• We will answer your call within 20 seconds;
• The member of staff will tell you their name when they answer;
• The member of staff who answered your call will:
  - try to help you;
  - try to connect you to someone who can deal with your call, if they are unable to help;
  - take a message and arrange for someone to call you back if they are unable to connect you.

What you can expect when you write to us

• A full written response within 10 working days;
• If we cannot give you a full reply in that time, we will tell you when you can expect a full reply within three working days;
• We will tell you the name of the person who is dealing with your enquiry;
• If you have written to us using our online service request forms, we will acknowledge receipt and notify you of a case number for follow-up enquiry within two hours.

Putting things right

• We will always try to provide the best services that we can. If, however, you are not satisfied with our service, please let us know and we will try to sort out your complaint immediately.
• If you are still not satisfied, please ask for our complaint leaflet, which gives you details about how to complain. Alternatively, you can visit the Complaints and Comments area of our website.
• A senior manager will acknowledge receipt within three working days, will investigate your complaint and will write to you within 10 working days.
• If your complaint cannot be fully investigated within this timescale we will let you know and give you
  an estimated completion date.
• If you remain dissatisfied after our initial investigation we will tell you how to take your complaint further.