Customer Charter

To make sure you receive the best possible service from Taunton Deane Borough Council, customer standards have been introduced that set out the level of service you can expect from us.

As part of our agreed standards, we will:

• be courteous and helpful
• listen to you and make every effort to help
• always try to help you at your first point of contact
• promote equality regardless of race, religious belief, disability, gender, sexual orientation or age
• not discriminate nor permit discrimination against anyone
• provide information in clear and simple terms
• keep any information you give us confidential unless we have your express consent that we may share it. While we will not normally share your information with a third party there are exceptions to this, for example where we must give information to the police or where we have to act in an emergency
• encourage you to comment on our services. We welcome feedback and investigate any complaint made about our services

When you telephone us:

• we aim to answer 80% of calls within 30 seconds and to ensure you are put through to the right person
• we aim to deal effectively with 80% of all telephone calls at the first point of contact 
• if your call needs to be transferred, we will tell you who you are being connected to
• once transferred to the correct service, if you leave a message, we will return your call within one working day

When you visit us:

• the receptionist will try to see you as quickly as possible
• we aim to respond to 75% of personal callers within five minutes
• if we have to keep you waiting we will explain why

When you send us a letter, fax, on-line form or email:

• we will normally acknowledge your correspondence within one working day
• we will give a full response within 10 working days
• if we need longer to give you a full response we will contact you and explain why

We ask that you:

• treat our staff with respect
• understand if we are experiencing temporary problems
• provide all the relevant information to help us deal with your request efficiently
• do not verbally or physically abuse Council staff - we will not tolerate any of our staff being abused in any manner
• do not attend the Council offices under the influence of alcohol or drugs

Contact us

In writing: The Deane House,
                Belvedere Road,
                Taunton
                Somerset
                TA1 1HE
Tel: 01823 356356
Email: enquiries@tauntondeane.gov.uk
Fax: 01823 356329

Comments and complaints