Issue - meetings

Review of the Customer Charter

Meeting: 16/05/2024 - Executive (Item 10)

10 Customer Services Charter pdf icon PDF 65 KB

Additional documents:

Decision:

Decision:

That the new Customer Services Charter be adopted for implementation.

Reasons:

1.        It was important that the council had a customer charter in place that supported its customers and ensured that the council was able to clearly manage expectations for its residents when they made contact.

2.        The current charter was no longer fit for purpose and needed to be updated.

Other options considered and rejected by the Executive:

None.

Details of any conflict of interest declared by the Leader or lead councillors and any dispensation granted:

None.

Minutes:

The Council’s Customer Charter set out the service its customers, both internal and external could expect to receive when interacting with it. The Charter applied to all customer interactions across the organisation, not just those undertaken through the customer service centres. It covered online, email, phone and in person interactions. Mutual respect and understanding were expected on both sides.

The current Charter had been in place for a significant amount of time and was no longer fit for purpose, for example it did not strongly reflect the digital contact that was now in place.

The Charter had been reviewed alongside Waverley Borough Council’s Customer Charter with a view to alignment as part of the collaboration arrangements. The charters would be complementary but were also standalone documents. A similar report had been presented to Waverley’s Executive for consideration.

The Executive report including the updated Customer Charter was introduced and endorsed by the Lead Councillor for Engagement and Customer Services.

Some Executive members reflected upon the professionalism and dedication of council officers whilst undertaking their duties and also the disrespectful manner in which they were addressed on occasion by members of the public. It was suggested this had an impact on staff retention and, when it occurred, was unacceptable. In setting out the requirement for mutual respect, the revised Charter was very welcome.

The Leader agreed and also welcomed the revised Charter. Appreciation was expressed to the Customer Service Team and to all officers demonstrating politeness and respect when undertaking their roles. It was also noted as another piece of positive collaborative work with Waverley Borough Council. Consequently, the Executive,

RESOLVED:

That the new Customer Services Charter be adopted for implementation.

Reasons:

1.        It was important that the council had a customer charter in place that supported its customers and ensured that the council was able to clearly manage expectations for its residents when they made contact.

2.        The current charter was no longer fit for purpose and needed to be updated.