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My Norwich

Customer service standards

We believe that customers have the right to a consistent good standard of service whenever and however they contact us. That includes delivering the kind of customer service that we would want for ourselves: easy, fair, honest and helpful.


We will:

  • provide ways for you to get in touch - online, telephone or in person by appointment
  • provide help and support to access online services and customer accounts
  • aim for our services to be accessible, easy to access information, report issues and pay
  • provide language interpretation and translation

Fair and honest

We will:

  • set clear expectations about our policies, processes, and standards, telling you what we can and cannot offer and why
  • clearly explain our actions to you, so that you understand our decisions
  • say sorry if we get something wrong and learn from our mistakes
  • keep your information and data secure in compliance with our GDPR Data Protection Policy


We will:

  • ensure you feel confident that we have listened to you and understood your needs
  • take action and aim to get it right for you first time
  • always look to continually improve the ways we do things
  • deal with things on time and tell you when there is a delay

Our commitment to you

To ensure that our customer service standards are maintained, we will:

  • ensure staff tell you their name and department, so you know who you are dealing with
  • train our staff to always provide the best possible service
  • listen to your feedback
  • acknowledge and respond to complaints in line with our corporate policy.
  • treat you respectfully, welcome diversity and be inclusive 

Our expectations of you

As a Norwich City Council customer, you can expect to be treated fairly and with respect. In return, we ask that you:

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