Corporate Charter

Our commitment to our customers...

As an organisation we are committed to providing a high quality service and aim to meet the following standards.

• We will respond to all letters within seven working days, or tell customers if it is going to take longer. This may be by telephone, e-mail or in writing.
• We will respond to e-mails within one working day, or tell customers if it's going to take longer.
• We will answer the telephone within seven rings.
• We will see customers within 15 minutes of their arrival or tell them if it is going to take longer  
• We will be friendly, helpful and attentive.
• We will avoid jargon and explain technical terms.
• We will respect people's differences and treat everybody fairly and to the same high standard.
• We will not make promises we cannot keep.
• If customers need special help, for example because they have a disability or any other special needs we will:
  • Arrange a home visit if customers are housebound or disabled and cannot visit the Civic Centre or one of our Contact Centres;
  • Arrange for leaflets, letters or other information, to be available in large print or on audiotape;
  • Make arrangements for any document to be translated.

Monitoring Statistics

We regularly monitor how we perform against our corporate charter, and publish each quarter our performance for responding to letters and emails.

Our performance for July to September 2007 was:

• 92.6% of letters were responded to within 7 working days
• 97.6% of emails were responded to within 1 working day
• 98% of calls answered within 7 rings

We also use the mystery shopper excercise to find out what our services are like from a customers point of view.  Results of the latest mystery shopper excercise  (11.48 KB) are now available to view.

For more information contact:

Amanda de Warr
Democratic Services Manager
Telephone: 01386 565438 - betweeen 9am-5pm Monday - Friday
Email: Amanda.deWarr@wychavon.gov.uk