Customer First programme - Annual Report 2023 to 2024

We make it easy for customers to get in touch with us.

To achieve this, we:

• provide a number of ways to get in touch - in person, on the telephone or online
• join communications up, both inside the council and with our local partners
• help where tailored assistance is needed - for example where a customer has a disability or health condition

We get things right for customers first time.

To achieve this, we:

• ensure customers feel confident that we’ve listened, understood and will take action
• always look for ways to improve how we do things
• deal with things quickly and tell customers when there is a delay

We are clear about what we can and can’t offer, and the reasons why.

To achieve this, we:

• treat customers with courtesy
• say sorry if we get something wrong and learn from our mistakes
• clearly explain our actions, so that customers understand our decisions.
• keep customer information and data secure in compliance with GDPR