We have made two key promises about the way we deal with our customers.

We will:

• Focus on the needs of communities and those who use our services.
• Treat everyone fairly and equitably - respecting and valuing cultural diversity.

We also have a number of commitments about what you should expect from us. If we fail to meet these, then you should tell us and we will put it right. What we will do:

Telephone calls

• We aim to answer telephone calls within five rings, and our target is to resolve 80 per cent of queries on the first call.
• If, after your initial call, further information has to be sent on to you, this will be sent within three working days, unless you agree otherwise.
• All calls will be answered. If calls cannot be answered an answerphone/voicemail will be used.

Opening hours

• Our aim is to provide services at times that meet the needs of our customers.
• We will do our best to keep waiting times to a minimum. We will tell you if you have to wait and if there is a delay we will say why.

In person

• All our offices will be as accessible as possible, to encourage you to come and visit us in person.
• We are aiming for all our receptions to be accessible to people who use wheelchairs and pushchairs.
• We want to hear what you have to say - we will provide a box for your suggestions, or for you to return consultation information such as questionnaires.
• We will ensure the security of our staff and customers within welcoming surroundings.
• All our offices will carry a Shropshire Council logo. Each office will provide a brief description of the service that is available, along with opening hours and emergency contact numbers.
• Emergency exits will be signposted in all our buildings, that will meet the needs of disabled people.

Security

• If someone from Shropshire Council visits you and you are unsure of their identity, don’t let them into your home. Take their name and the reference number from their identity badge, and call us on 0345 678 9000.

Responding to emails

• Email enquiries sent to us will be responded to within five working days.

Providing information in different formats

• We will provide information in ways which meet the needs of all customers. We will offer information about how to access services in Braille, large print or on audio tape, and in different languages if required.
• We will try to provide information in different ways, for example by using fewer words and more pictures, or producing information on CDs or on an audio tape.
• We will use plain language and avoid jargon. If we have to use any technical terms we will explain what they mean.
• We will give the latest information on Shropshire Council services at all reception points, and we will display information in places that are easy for everyone to reach and to find.

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