Customer Service


Public sector organisation's are facing unprecedented financial constraints, having to make difficult choices with limited resources. We know that at times this will have an effect on the service levels we are able to deliver and even if we cannot always do what customers want as quickly as we would like to, the way we deal with the enquiries, and how we explain our decisions is still something we are proud of in the delivery of an affordable customer focussed service.

Customer Service Excellence

As part of the drive to improve the service we provide to our customers one of our key priorities has been the achievement of the Cabinet Office Customer Service Excellence standard accreditation across the organisation. We achieved accreditation in December 2011 and reaccreditation in 2014 and 2016. You can find out more about the standard by visiting

By developing our services in line with the standard we have been able to focus on, and improve, the areas that research has confirmed are important to our customers,

  • Delivery
  • Timeliness
  • Information
  • Professionalism
  • Staff attitude.

Achieving the accreditation is just the beginning of this journey, we're looking at innovative ways of developing our use of the website to help customers access information and services. The live help facility enables our on-line customers to chat to an advisor while they browse the site. We continue to develop our use of social media including Twitter and Facebook and are also keeping pace with changes in technology around mobile access using smart phone and tablet devices with the council services app.

Our mantra is now evolving to include the line "People when you need to talk to us, technology when you don't...your choice"  to drive forward our customer access strategy.