Our Customer
Charter
At Cheshire East Council our vision is to work together to
improve community life. Our customer charter (PDF,
1.6MB) sets out the standards of customer care that we are
committed to delivering.
What you can expect from us:
We will:
- respect all of our customers, dealing with them in a fair,
objective, polite and helpful manner
- respond as quickly as possible to all requests for information
or services
- respect your right to privacy and confidentiality
- actively seek your ideas and feedback and act on them where
appropriate
- apologise if we get it wrong and put it right as quickly as
possible
- ensure our services are as accessible as possible
- deal with our customers’ enquiries at the first point of
contact until the enquiry has been is completed or handed to
another member of staff
- have confidence in the information we provide to our customers
and inform them of service delivery timescales
- where practical, provide, interpretation, translation or other
support, if requested (an appointment may be required to achieve
this).
If you visit one of our Customer Service Centres:
- we will aim to deal with your enquiry within 10 minutes of your
arrival, or let you know if you have to wait longer
- we will keep our reception areas clean and tidy and provide up
to date information about our services
- if you have made an appointment we will ensure that you are
seen on time or kept informed of the reason for any delay and the
estimated time that you will be seen
If you telephone us:
- we will aim to answer your call within 20 seconds
- we will phone you back within 1 working day if you leave a
message
- when the offices are closed we will inform you of our
out-of-hours service, together with when the offices will next be
open
- your call will be answered by a member of staff, who gives
their name and who will take responsibility to ensure that your
call is dealt with efficiently
If you write or send us an email:
- we aim to respond to all letters within 10 working days. If
this is not possible we will tell you why and give you a response
date
- we will respond to your email in full within 5 working
days
- we will respond in large print or Braille if requested
- we will respond to you in plain language
What we expect from you:
- honesty and as much relevant information as possible to assist
us in dealing with your enquiry, letting us know if you have any
special needs
- full co-operation and for you to be civil when dealing with
council staff – we will not tolerate abuse, threats or harassment,
on or off council premises
Let us know
We are committed to delivering the highest possible quality and
level of service. We want to know if you are unhappy with any of
our services and any suggestions you have for improvement. Our Let
Us Know leaflet gives details of our complaints procedure or
alternatively you can access the complaint procedure through our
website.
Our ASPIRE Values
a Action – take
responsibility for making things happen
s Support - work and
learn things together in order to succeed
p People – put customer
and community needs at the heart of what we do
i Integrity – be open,
honest and fair, expecting the same as others
r Recognition – value all views, efforts and
achievements
e Excellence – strive to improve all that we do
Equality Impact Assessments
