Skip to main content
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



We aim to:

  • Answer 90% of telephone calls in the Contact Centre at first point of contact
  • Answer 90% of calls to our main switchboard within 20 seconds
  • Answer Contact Centre telephone calls within three minutes of waiting in a queue
  • Telephone you back within one working day if you call us and 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 and concerns within 10 working days
  • Maintain customer satisfaction above 70%