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.

Customer Service Excellence is a national quality mark that seeks to reward organisations that demonstrate a customer-focused commitment to all that they do. Certification to the Customer Service Excellence standard is through a rigorous assessment process which includes a review of documents that demonstrate compliance against each element of the standard and an on-site visit to observe practical evidence.

There are 5 criteria that must be satisfied with a number of elements within each 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. To achieve the Standard, the organisation must achieve full compliance or compliance plus in at least 80% of the elements contained in each of the criteria. Compliance plus is awarded for elements where particular strength is demonstrated.

Accreditation operates on a 3-year cycle, with a full assessment in year 1 followed up by 2 annual reviews to ensure standards are maintained. Stockton Council has been accredited with Customer Service Excellence since 2010 and has demonstrated continuous improvement through the assessment cycle. In the 2016 full assessment, the Council was awarded full accreditation with compliance plus in 9 elements.

The most recent full assessment was in June and July 2019, where staff from a range of Council services contributed supporting evidence and hosted visits for the assessors to observe practical examples. As a result of the assessment the Council received certification for a further 3 years, achieving full compliance across all 57 aspects of assessment with compliance plus for 13 elements. During the on-site visit, the assessors were particularly impressed with the collaborative approach, the commitment to customers and the energy and enthusiasm of staff.

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.