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Stockton-on-Tees Borough Council

Big plans, bright future

Customer Service standards and targets

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

Our high standards support the right of all customers to expect excellent levels of service. 

Standards of Service that you can expect from us:

 We aim to:

  • Be professional, polite and friendly
  • Ensure you are treated fairly
  • Make our services easily accessible
  • Complete enquiries at the first point of contact
  • When we are unable to help you, find out who can
  • Ask for your views and comments
  • Deal with problems fully and learn from any mistakes
  • Protect your privacy
  • Provide clean and comfortable facilities
  • Help you if you have difficulty communicating with us
  • Ensure everyone receives fair access to services 
  • Answer 90% of telephone calls in the Contact Centre at first point of contact
  • Reply fully to your correspondence within 10 working days
  • Investigate and deal with your complaints and concerns within 10 working days and maintain customer satisfaction above 70%

 

 

Customer Services Excellence

 

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