Customer service standards

Customer service standards

Customer Service Standards

 All of the staff at Braintree District Council are committed to delivering high quality customer service and the customer service standards have been developed to help us to measure the service we provide to customers and to see how we are improving. 

When you contact us we aim to:

  • Treat you in a friendly, fair and professional manner
  • Provide well trained and knowledgeable staff
  • Provide accurate and clear information in response to your enquiries
  • Deliver what we promise, dealing with any problems that may arise and keep you informed of any delay
  • Use plain language and not use jargon
  • Respect your rights to confidentiality, privacy and safety and provide a private area for confidential enquiries
  • Provide you with easy access to our services
  • Actively listen to our customers and use feedback to improve the services and products we provide now and in the future

Contacting us online:

You can access most of our services and products online 24 hours a day, 7 days a week. When you self-serve we aim to:

  • Make sure all information on our website is up to date
  • Ensure our website and online processes are clear, quick and easy to use
  • Provide you with information on how long it will take to resolve your query
  • Use your feedback to improve our website

Contacting us by Email or Letter:

You can access most of our services and products online 24 hours a day, 7 days a week. When you write to us, we aim to:

  • Provide an acknowledgement within 1 working day for emails
  • Give you details of who is dealing with your enquiry
  • Respond to your enquiry within 7 working days.
  • Advise you when we cannot respond fully  within 7 working days and tell you when we will be able to respond

Contacting us by Telephone: 

You can access most of our services online 24 hours a day, 7 days a week. However, if you need to contact us by phone, we aim to:

  • Resolve your enquiry or service request the first time you contact us. When this is not possible, we will inform you of the service that will help you and how long it will take to resolve your query
  • Advise you how and when you can access services online
  • Provide you with the name and department you are speaking to
  • Answer your call within 15 seconds

Please note, some calls may be recorded for training and monitoring purposes.   

Contacting us in person:

You can access most of our services online 24 hours a day, 7 days a week. However, if you need to visit us, we aim to:

  • Direct you quickly and efficiently to the right person
  • Ensure that our reception areas are accessible and welcoming at all times
  • Where appropriate we can make an appointment for you
  • Assist you if you have communication or access needs

When we visit you we will keep to pre-arranged appointments and show you our identification.

How you can help us

Braintree District Council is committed to providing excellent customer service and meeting customer expectations. There are a number of ways you can help us to achieve this:

  • You can access most of our services on line and in most cases, using our website is the quickest and easiest way to access our products and services to quickly resolve your query.  You can use the website to find information, pay a bill, report or request a service.
  • You can make a payment online or by using our automated payment line 01376 557894
  • If you do need to contact us, please ensure you have your reference number to hand and if you are visiting our offices, please bring with you all the correct documentation and information to enable us to deal with your request quickly, reducing the number of unnecessary contacts or visits
  • Keep us updated with any changes that may affect the services we provide
  • Let us know if you wish to cancel an appointment
  • Tell us if we exceed your expectations or don’t deliver a service to your satisfaction
  • Treat our staff with courtesy and respect. We will not deal with any rude or disruptive customers or tolerate any physical or verbal abuse towards our staff

Text message service

You can register to receive text message reminders for services such as bin collection, special announcements, and offers and to ask you for feedback. Text your postcode and house number (or house name) to 07797 803203