Communication Standards
We listen to users of our services and develop our standards accordingly.
Our standards are under constant review and developed in support of our commitment to excellence. In this manner we believe that we are able to provide cost effective services and achieve 'best value'.
Examples of our Service Standards
Telephone Answering
- We aim to answer all telephone enquiries within 15 seconds.
Written Enquiries
- We answer all letters within 10 working days or explain why a reply may take longer.
- Replies give the name and contact details of the sender and are written in plain language.
Staff Quality
- We employ suitably experienced and professionally qualified building control surveyors, fire engineers and structural engineers
- We will look clean and smart at all times
Special Needs
We check that we are meeting the expectations of customers with special needs.
Answering the Telephone
Results achieved 2008/2009
The City Council's target(s) for answering calls excluding 999 calls
Target: 93% Actual 81% (not monitored in 2007/2008)
Answering letters
The City Council's target(s) for answering letters and e-mails is that a substantive reply will be sent within 10 working days or reasons why it will take longer to reply given
Target 93% - Actual 83% (2007/2008 - 90%, 2006/2007 - 89%)
The City Council's target for error free letters and e-mails
Target: 93% - Actual 100% (2007/2008 - 100%, 2006/2007 - 97%)
The City Council's target for letters and e-mails which incorporate the contact name, e-mail address and telephone number
Target: 93% - Actual 100% (2007/2008 - 100%, 2006/2007 - 99%)
We constantly strive to improve our standards