Customer Service Policy 2024

Diamond Jubilee Lodge, Wood View Road, Hellesdon, Norwich NR6 5QB
Tel: 01603 301751 email: contact@hellesdon-pc.gov.uk www.hellesdon-pc.gov.uk

Customer Service Policy

1.0 Aims
• Hellesdon Parish Council is committed to the provision of quality services in
accordance with the needs and expectations of its customers.
• The Council recognises the value of customer feedback and its contribution to the
processes of policy formulation and service delivery.
• Customers are persons who contact us for any reason or are affected by anything we
do.

2.0 Guiding Principles
When customers contact the Council, we will:
• Be helpful and courteous
• Be professional and positive
• Be well informed, so that we are able to help. If we are unable to assist at the point
of contact, advise the customer as such.
• Be effective in listening and responding
• Be fair and support individual needs

3.0 Objectives
The Customer Service objectives for Hellesdon Parish Council are summarised below;
• We will respond to all telephone enquiries through the first point of contact where
possible.
• We will respond to all email correspondence within 3 working days.
• We will respond to all letter correspondence within 10 working days of receipt.
• We will use plain language in all communications.
• We will contact customers where we cannot resolve a query straight away providing
a named contact, phone number, email address and target date for response.
• We will keep customers informed if we cannot reply within the target timescale.
• We will provide details of our complaints policy to a customer if they are dissatisfied
with our response.

4.0 Customers
Our customers are all the people we come into contact with in connection with the Council’s
work; this includes people who live in, work in or visit the area, and people acting on behalf
of people who live in the area.
4.1 What Customers Want
Customers access Council services through various channels including digital (e.g. website,
e-mail, social media) telephone, face to face, letter, etc. Whatever the channel, customers
want accessible, efficient and responsive services and the Council must strive to meet these
demands.
The Council will respond to the needs of customers in terms of access and recognise
that one method will not suit everyone.
Customers want their dealings with the council to be efficient and that they receive their
desired outcome. To meet this the Council must attempt to deal with customer enquiries at
the first point of contact.

4.2 What We Expect from our Customers
In times of trouble or distress, some people may act out of character when accessing
Council services. There may have been upsetting or distressing circumstances leading up to
a customer contacting the Council.
The Council believes that all customers have the right to be heard, understood and
respected. However, the Council also believes that employees have the same rights. We,
therefore, expect customers to be polite and courteous in all dealings with the Council.
The Council will not tolerate aggressive or abusive behaviour, unreasonable demands or
unreasonable persistence; this includes any threat, abuse or harassment towards employees
(and councillors acting on behalf of the council) on social media (e.g. Facebook) which will
be reported to the police. Any threat of physical violence will always be reported to the
police.

5.0 Contacting Hellesdon Parish Council

5.1 Customer Service and its Importance
Improving customer service is a key priority for the Council and means:
• Providing quality services in a friendly, efficient and helpful way; we will continually
strive to improve services by ensuring excellent communication and a positive
attitude towards customers
• Treating each person as an individual – respect for diversity and, in turn, having the
flexibility to adapt behaviour and actions in a way that is appropriate for the
individual
• Treating people with dignity, respect and courtesy
• Giving information about what is available and providing an explanation if a service is
not available

5.2 General Principles when Dealing with Customers
When dealing with customers, whether using the telephone, digital services (e.g. email or,
Facebook), face to face or via letter:
• Identify and address any specific requirements with sensitivity, tact and diplomacy
• Record customer contact details accurately
• Ensure that the nature of the customer’s enquiry is understood clearly
• Resolve enquiries at first contact where possible

Customer Service Policy
Last Reviewed December 2024
Due to be reviewed 2025/2026 M2
 • Where enquiry cannot be resolved at first contact, agree a schedule with the
customer for resolution and any interim progress reporting
• Keep the lines of communication open with customers and keep them informed

5.3 Digital
We will:
• Acknowledge digital correspondence (e.g. e-mails, website enquiries and Facebook)
within 72 hours (Monday – Friday)
• Respond to digital correspondence as soon as possible but no longer than 10
working days of receipt
• E-mail ‘Out of Office’ messages will be enabled at times of absence giving return
dates and alternative contact details

5.4 Telephone
We will:
• Greet the customer in a polite and courteous manner
• Give your full attention to the customer
• Take ownership of the call, resolving the customer’s enquiry wherever possible
• When taking a call for a colleague, use an effective message taking system and make
sure the customer is called back
• End the call with a thank you and confirm with the customer the outcome.

5.5 Face to Face Contact
This covers personal callers with or without appointments, contact with customers at
events, meetings out and about and site visits. We will:
• When making appointments, give clear instructions about the location of the face to
face contact
• Greet the customer in a polite and courteous manner
• Give your full attention to the customer
• Keep the customer informed of the length of time they are likely to wait to see the
person they need, if that person is unavailable
• Offer an appointment where this may be more appropriate, responsive or efficient
• When a customer has specific requirements, find out what they need and aim to
provide it
• When discussing personal information, always arrange to do so in a confidential
environment

5.6 Written Communication
We will:
• Respond to all written communication within 10 working days of receipt
• There may be occasions when a full response cannot be given within the timescale.
This is unavoidable but there is still a requirement to keep the customer informed by
making contact or sending a holding response. This can give an expected date for a
full response or give the reason why a full response cannot be given

Customer Service Policy
Last Reviewed December 2024
Due to be reviewed 2025/2026 M2
 • Ensure the presentation of all written correspondence is easy to understand (plain
English), professional and accurate
• Include a contact name and telephone number, together with any other information
needed to assist the customer

5.7 Compliments, concerns and complaints
We will:
• Be open to receiving feedback from customers and where appropriate use this
feedback to improve services
• Pass comments and suggestions on to your manager if they may improve the service
• Ensure compliments are recorded and shared with colleagues
• Be aware of the Council’s procedure for dealing with complaints
• Aim to resolve all concerns raised by customers immediately and informally
wherever possible
• If informal resolution is not successful, tell the customer they can make a formal
complaint, and help them to do so
• In the case of a serious complaint, ensure this is escalated.

How to contact us:

By telephone:        01603 301751
By e-mail:           contact@hellesdon-pc.gov.uk
In person:           The Council Office is open Monday to Friday 9.30am to 4pm
                     Diamond Jubilee Lodge
                     Woodview Road
                     Hellesdon

NR6 5QB

Customer Service Policy
Last Reviewed December 2024
Due to be reviewed 2025/2026 M2