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Stockton-on-Tees Borough Council

Big plans, bright future

Customer Services

At Stockton Council we are committed to putting our customers at the very heart of everything we do.

Here in Stockton we believe it is vital that we deliver a consistent level of service across the entire Council.

We make it as easy as possible for customers to get in touch with the services they require without being passed around different departments.  We are easy to access having three Customer Contact Centres based withing Stockton, Thornaby and Billingham Central Libraries, you can contact us by email or over the telephone and  we offer a range of on-line access.  We also have a customer Portal 'MyStockton', where residents can sign up and have a personalised home page with a range of on-line services at your finger tips.

In these pages you can find details on our progress and how to contact our Customer Services Teams and also information about our customer service standards and targets.  You will also find out how to make a complaint, comment or compliment.


Customer Service Excellence

Customer Service Excellence - About the Standard and progress

The Government wants public services for all that are efficient, effective and excellent – with the citizen always and everywhere at the heart of public service provision. With this in mind Customer Service Excellence was developed to offer public services a practical tool for driving customer-focused change within their organisation.

The foundation of this tool is the Customer Service Excellence standard which tests in great depth those areas that research has indicated are a priority for customers, with particular focus on delivery, timeliness, information, professionalism and staff attitude. There is also emphasis placed on developing customer insight, understanding the user’s experience and robust measurement of service satisfaction.

In our Customer Service Excellence submission in May 2016 we were fully compliant in all elements, carried forward 2 Compliance Plus from previous surveillance visits and obtained 9 additional Compliance Plus.  At the 2017 surveillance visit we received one further Compliance Plus bringing the total to 12.  Our most recent surveillance visit took place in June 2018, we maintained our compliance for a further year.

We are delighted to have achieved the Customer Service Excellence Award. It reflects our belief that all our customers have the right to expect excellent levels of service.