SERVICE STANDARDS

In terms of corporate service standards, the following are those that have been adopted by the Council:

CORPORATE SERVICE STANDARDS

Customer Care

We are committed to following the very best practice in all aspects of our customer care. Our Customer Care Policy will apply to every aspect of service delivery and our interactions with the wide range of customers and stakeholders with whom we deal.

To achieve an excellent service we will ensure:-

• a customer care philosophy throughout the organisation which also extends to those who undertake work on behalf of Berwick-upon-Tweed Borough Council as its agents;
• clear practices and procedures;
• clear targets and response times;
• staff induction, training and appraisal;
• regular appraisal, monitoring of success, feedback and subsequent updating of procedures;
• close liaison with customers;
• an awareness of local conditions and issues;
• the Council has equal opportunity policies are monitored regularly and are supplemented by this policy; and
• a system which allows for rights of appeal and a complaint system that seeks to resolve the problems and concerns raised about the service.

 Telephone

When you telephone us, we will strive to answer your call within seven rings in the first instance. If you are transferred to another extension, we will strive to answer that extension within seven rings.

 Letters

We will acknowledge your letter within 3 working days of receipt with a substantive answer if possible.

If we cannot answer your query immediately, then we will acknowledge within 3 working days and provide you with a substantive answer within two weeks.

In exceptional circumstances we may not be able to provide your answer then. We will, however, write to you explaining why and telling you when we anticipate being able to answer.

Email

We will acknowledge email enquiries within three working day and fully respond in the same way as letters.

Appointments

If you want to see a member of staff of the Council, we will make an appointment for you to see them within ten working days (except during absence due to holidays etc).

If there are exceptional circumstances that prevent us from keeping to the standard then we will explain them to you. There will be no charge for viewing relevant information at the Council offices, but we will have to charge you for copies.

We will make information available to you whenever we can. We ask you to recognise that some information can not be given under the terms of the Data Protection Act and Freedom of Information Act.

 Recognising Employees

All employees will wear a name badge and will be polite and helpful putting the customer first at all times.

WE HAVE ADOPTED THE FOLLOWING LOCAL SERVICE STANDARDS.

Policy and Communications

• To be responsive to and work with the media to ensure that the Council is represented fairly and honestly.
• To promote frankness, honesty and clarity in all information which in distributed internally and externally.
• To promote the more effective use of policy and performance management as an improvement tool within the organisation.

Personnel

• To have vacancy application packs available when a vacancy is advertised.
• To identify an informal contact for all prospective applicants.
• To formally induct staff within 1 week of commencement.
• To issue written statements of employment within 8 weeks of commencement.

Revenues, Benefits and Counter-Fraud Services

• We aim to see personal callers at all our service reception points within 5 minutes of their arrival.
• We will treat all matters confidentially and in accordance with legislation.
• We aim to comply with the Housing Benefit and Council Tax Benefit National Performance Standards for Counter Fraud.

Finance and Internal Audit

• Accountancyadheres to the CIPFA code of practice on Treasury Management, the Woolf recommendations on insurance, the Best Value Accounting Code of Practice, the Code of Practice on Local Authority Accounting, The Prudential Code and all statutory requirements of Local Government Finance.
• Internal Audit adheres to (1) the organisational and operational standards and (2) the main principles of ethics for internal auditors (integrity, objectivity, competence and confidentiality) when carrying out its work, as set out in the Code of Practice for Internal Audit in Local Government in the UK.

 ICT

• ICT meets the requirements of the Data Protection and Freedom of Information Acts as well as adhering to core principles set out within our Security Policy. Information on service standards can be found on our web site www.berwickonline.org.uk

Legal and Democratic Services

• To provide timely advice to officers and members of the Council to ensure that the legal responsibilities of the authority are met.
• To provide quality services for our customers by following the principles of equity and fairness.