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Customer Care

Our Corporate Customer Care Policy clearly sets out our key commitments in relation to customer care.

Our targets are to ensure that:

• We deal with 80% of enquiries at the first point of contact.
• We answer 80% of telephone calls within 30 seconds.
• We respond to 90% of notifications of change of address and applications for discounts or exemptions within 10 working days.
• We respond to 80% of written correspondence (including e-mails within 10 working days).
• We action 80% of Valuation Office schedules within 5 working days.
• We send 80% of overpaid rates within 10 working days of receiving your request.

We will:

• Be polite, courteous and honest.
• Treat each person as an individual.
• Work to identify and meet the different needs of customers to promote equality of access.
• Seek your feedback and act on it where we can.
• Respond positively to your comments or complaints.
• Respect your confidentiality.
• Provide clear information about our service in appropriate formats.
• Provide an interpreter if required.
• Resolve your enquiry at first contact where we can, or direct you to the right place if we can.
• Tell you who is dealing with your enquiry and give you their contact details.
• Provide you with an explanation if we can meet your request or enquiry.
• Monitor our performance and tell you how we are doing.
• Train and support our staff to provide a first-class service.