Our responsibilities to you
Whenever and however you contact us, we will:
- listen
- treat you the way we would like to be treated – with dignity, courtesy and respect for your confidentiality
- provide information when you need it and in a way you understand
- identify ourselves and give you our names
- tell you what we are doing and why, when something will happen and when it will not
- train our staff to provide the best possible service at all times, taking the time to get it right first time, every time.
Telephone
We aim to answer your call within 20 seconds.
We aim to give you a full response when you call, if the person who answers cannot help, they will take responsibility to forward your query onto someone who can.
Letter and email
We aim to answer all letters within 10 working days and emails within five working days.
Successfully received emails will be acknowledged straight away.
Visit us
We aim for you to be seen by someone within 10 minutes.
If you wish to speak to someone privately, we provide an interview room or appointment within five working days.
Visit you
If you request a home visit, we aim to see you within five working days.
We will show you council identification when visiting your home or premises.
Complaints
We aim to acknowledge your complaint within five working days.
We aim to give you a full response within 15 working days.
If we cannot, we will contact you to give you a new date for our response.
Web
We aim for our website, www.norwich.gov.uk to be accessible 24 hours a day, 7 days a week.
If we know there is a problem, we will let you know.
Customer responsibilities
To enable our staff to help, you will:
- provide us with the information we need and inform us if it changes
- let us know if you cannot attend an appointment
- show us respect and courtesy.
Our customer service standards are also available as a pdf document.
Customer service standards (131 Kb pdf)