charter

Southampton City Council Customer Charter

When you use our services…

We will:
• Listen to you about improvements we can make to our services
• Let you know the name of the person you are dealing with
• Be open and honest with you
• Value and respect the diversity of our customers and try to meet the needs of customers with specific requirements
• Ensure our staff are trained to do their jobs effectively and efficiently
• Publish our letter and telephone response performance on our website every quarter
• Review this charter by April 2011

Our aim is to:
• Get things right the first time
• Work with partner agencies and communities to improve our services
• Answer 80% of calls to our call centres within 30 seconds and 85% of calls to all other numbers within 20 seconds
• Reply to letters within 15 working days
• Make sure we do not disadvantage or discriminate against any of our customers
• Improve efficiency and service whilst reducing costs

We will not:
• Always be able to give you what you want; if we cannot we will, where possible, offer you options or alternatives
• Use unnecessary technical terms or jargon when explaining things to you
• Accept any form of abuse or discriminatory behaviour against our staff or our customers.