Stockport Council's Customer Care Charter

Putting People first

In delivering our service we will:

• Deal with your enquiry honestly, fairly and politely
• Give prompt and accurate advice and information
  Respect your right to confidentiality
• Take into account your individual needs
  Keep you informed about what is happening with your enquiry
• Listen to what you have to say
• Encourage you to make comments or complaints so that we might improve our services
• Have an easy-to-use complaints procedure if things should go wrong

When you contact us you can expect the following levels of service:

In writing:

We will aim to reply within 10 working days of receipt
Letters and leaflets will be written clearly and will be free of jargon

By telephone:

We will aim to answer your call within a minimum of 10 seconds (4 rings). However, during peak periods we will strive to answer within the maximum national standard of 20 seconds (8 rings)

By Email or Fax:

If you contact us on a published email address or fax we will endeavour to acknowledge within 24 hours and aim to deal with your enquiry within 10 working days

Face-to-Face:

We will strive to see you promptly and communicate with you clearly and in a polite manner. Appointment systems are available in some Service areas, please ask for details

Helping us to help you:

• Please tell us if you have any difficulty accessing our services
• Please tell us about any relevant changes in your circumstances as soon as you can
• Please use a relevant reference number when you contact us, if you have one
• Please be considerate and polite to our staff and other people using our services
• Please let us know of any comment you may have about the service you received
• Please tell us if you are not happy with any aspect of our service
• We will answer any query as soon as we can. If you are not satisfied, then the Council has a complaints procedure.

This is explained in our leaflet ‘I have a complaint to make advice leaflet for customers’ or visit the complaints web pages.

Any queries please contact us on

• Telephone number: 0161 217 6033
• Fax number: 0161 217 6020
• Minicom: 0161 217 6024
• email: gettingitright@stockport.gov.uk

For more information contact the Improvement and Performance Team.