Stockton-on-Tees Borough Council

Customer service centre standards

Staff within our Centres will:

• Provide a polite, friendly, helpful and professional service
• Treat everyone fairly
• Aim to answer 90% of telephone calls at first point of contact
• Aim to answer telephone calls in the queue within 3 minutes
• Telephone you back within 1 working day if you leave a message
• Reply fully to your emails and letters within 10 working days
• Attend to you when you visit us within 10 minutes of your arrival
• Investigate and deal with your complaints within 10 working days
• Maintain customer satisfaction above 75%