Wealden's Customer Service Standards
Our Mission
‘Committed to Putting People First and delivering quality services’
We aim to:
- Deliver services that are accessible to all who want them or need to use them
- Present the Council in the best possible way at all times
- Use the resources available to deliver excellent service to our customers
- Constantly review and improve our services by comparing our practice with others and by analysing, learning from and implementing customer and staff feedback
Our principles:
- A courteous and a professional approach to all customers, internal and external
- Listening to what our customers say
- Aiming to help our customers and provide them with the information or service they need
- Learning from our mistakes, experiences and feedback and making adjustments to our services as a result
- Working as a team to provide our customers with service that exceeds their expectation
Our standards are that we aim to:
- See 90% of visitors to our reception points within 5 minutes of arrival
- Answer 85% of calls, received by switchboard during office hours, within 15 seconds
- Respond to 95% of all emails received by customer services (info@wealden.gov.uk) within 24 hours (that may be an acknowledgement or automated response)
- Answer 95% of letters and emails within 10 working days
- Respond in full to all complaints within 10 working days
To help us achieve this, we ask that you:
- Are courteous and respectful towards us
- Provide the information we need as quickly as possible
- Let us know if you need a service provided differently to meet your individual need
- Make suggestions to improve our services
