Customer Service Standards

What Standards can I Expect from the Council?

Harrogate Borough Council aims to deliver first class public services that meet the needs of customers, are accessible and of a high quality.

We will give priority to the consideration of the needs of the individual customer, their right to information, to equality of access, to privacy and dignity.

Our staff are expected to:

Be prompt, polite and helpful
Well informed and trained in their duties
Be suitably dressed, clean and tidy
Be identifiable with a name badge or identity card
Introduce themselves by name

Telephone calls:

We will:

Aim to answer all calls within 5 rings
Always give the name of the section or service of the person answering
Wherever possible, we will resolve enquiries at first point of contact
If we cannot deal with your query, we will ask the appropriate person to call back as soon as possible.

Written communications:

We will aim to:

Reply to email within 1 working day of receipt
Reply to letters within 10 working days
Use everyday language with a minimum of jargon

If we cannot reply within the timescales given we will acknowledge your communication and explain when you will receive a full reply.

Complaints:

Will be acknowledged within 5 working days with details of the person dealing with it. You will receive a full response, or explanation of when you can expect a full response, within 10 working days.