Customer Service Charter

Basingstoke and Deane Borough Council believes all customers should always receive the highest standard of customer service.

We will:

  • Make it easy for you to contact us by the method you prefer
  • Deal with you politely and respectfully
  • Respond to you promptly without jargon and in plain English
  • Provide clear information and advice about our services
  • Resolve your enquiry according to our customer services standards
  • Explain our decisions and the reasons for them
  • Admit when things go wrong and do our best to put them right
  • Listen to your views on services to help us improve and make changes. You can use our comments, compliment and complaints form to give this feedback.

We ask you to:

  • Tell us immediately when things go wrong
  • Let us know if you have received outstanding service
  • Treat us politely and with respect
  • Understand that we will not tolerate abusive language or threatening behaviour towards staff or other people using our services and that we will take action, including prosecution if necessary. For more information, please read our Policy on the Management of Unreasonable and Violent Customer Behaviour.

Customer Service standards

If you visit our website, we will

  • Make it easy to use
  • Give you information on council services and policies
  • Clearly explain how to access and use the services.

If you contact us by telephone, we will

  • Aim to answer your call within 20 seconds.

If you email or ‘contact us’ online, we will

  • Respond to you within five working days. You will either receive a full response to your enquiry or you will be given details of who is dealing with the matter and how long they will need to respond fully.

If you use web chat, we will

  • Aim to respond to you within 20 seconds.

If you contact us by letter, we will

  • Respond to you within 10 working days. You will either receive a full response to your enquiry or you will be given details of who is dealing with the matter and how long they will need to respond fully.

If we make an appointment for you to visit us, we will

  • Confirm the appointment in writing, normally by email and/or SMS text.
  • Send you a reminder about the appointment by email and/or SMS 24 hours beforehand.

If you visit us, we will

  • See you at the appointed time or if there is a delay explain why and keep you informed
  • Aim to see you within 15 minutes if you have no appointment or offer you an alternative time
  • Provide a clean, tidy and comfortable waiting area and wherever possible a space for you to see us in private.

If we visit you, we will

  • Normally agree a date and time with you
  • Show you our identity card before coming into your home
  • Tell you as soon as possible if we are delayed or have to postpone or cancel a visit.

How to contact us

Ask us a question

Telephone - 01256 844844

8.30am to 5.30pm Monday to Thursday
8.30am until 5pm Friday

In person

8.30am to 5.00pm Monday to Thursday
8.30am until 4.30pm Friday

Parklands
Basingstoke and Deane Borough Council
Civic Offices
London Road
Basingstoke
RG21 4AH

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