Customer services standards

Putting customers at the heart of everything we do

Derby City Council is committed to improving and modernising public services to provide high standards of customer service to the people who live and visit Derby. Setting standards makes it possible for us to measure how much we are improving. The Customer Service Standards have been developed by employees and reflect their wish to provide customers with efficient and courteous service.

These Standards have been widely adopted and embraced and we will continue to work towards them to become a truly customer focused organisation.

Our passion is delivering high quality customer services for you

We will:

  • treat you politely and with respect
  • listen to you and take your views, wishes and needs seriously
  • make sure that our employees are trained to give you the help and advice that you need
  • use plain language and not use jargon
  • provide information in other languages and arrange for a BSL interpreter where needed
  • not discriminate against you.

When answering the telephone and minicom, we will:

  • aim to answer your call within six rings
  • greet you politely and clearly
  • tell you who you are speaking to and the name of the service or place you are calling
  • put calls through to the right place first time
  • take a message or give you the correct number to phone if we cannot transfer your call
  • return your messages within one working day.

When dealing with your letters and faxes, we will:

  • provide an acknowledgement where requested
  • give you details of who is dealing with your enquiry

When dealing with your emails, text or other electronic communications, we will:

  • provide an acknowledgement
  • give you details of who is dealing with your enquiry

When you visit Council buildings, we will:

  • create an accessible environment that is welcoming, safe and friendly
  • provide clear signs in reception areas
  • provide self service facilities where appropriate
  • make sure you are greeted within three minutes of arriving.

When we meet you face-to-face, we will:

  • be on time
  • wear name badges or carry official identification
  • arrange a time and place for you to discuss issues in private
  • where appropriate, make other arrangements to see you if you cannot visit us
  • provide a follow up card with contact details, where appropriate.

Dealing with complaints, comments and compliments, we will:

  • provide you with information about how to report a complaint, comment or compliment
  • record complaints, comments and compliments and use them to review and improve our services
  • respond to all complaints within 10 working days*
  • treat complaints confidentially, while making sure we are fair to everyone concerned
  • inform you how you can take your complaint further if you are not satisfied with our response
  • apologise when we are at fault and do our very best to put things right.

 *Social Services complaints will be fully investigated within 28 days

We will keep customers informed and involved by:

  • producing information about the Council and our services that is accurate, useful and up to date
  • providing information in other languages and making this accessible if you are a disabled person
  • publishing regularly how well we are meeting our Customer Service Standards
  • reviewing the Customer Standards every year
  • using your feedback to help us make decisions.

Our employees have a right to:

  • work in a safe environment free from aggressive or threatening behaviour
  • be treated politely.

Help us to help you by letting us know:

  • in good time if you need to cancel or rearrange an appointment
  • if you need a BSL interpreter or any other language interpreter
  • immediately if you are unhappy with the service you have received
  • if you are pleased with the service you have received.

Contact us if you need this information making accessible for you if you are a disabled person.

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