Standards of Service
We aim to achieve the highest standards in our services and
those delivered on our behalf by other agencies.
Services that are reliable
We do what we say we are going to do. We only make promises we
We treat people with respect
We will treat customers as individuals and with respect.
A helpful Council
We give the public the information they need and explain things
We tell people what their rights are and what the alternatives
Staff are trustworthy and discreet; they discuss sensitive
issues in private.
Clear and straightforward communication
We strive to explain things straightforwardly and in plain
language, both written and spoken. When people write to us in
Welsh, we will respond in Welsh.
Ensuring the public have a say
We are committed to listening and responding to views and
opinions. We will increasingly consult the public, using the
Citizens Panel as a primary form of contact.
Respect for diversity
Our staff show sensitivity to cultural background, language,
race, religion, age, sexual orientation, gender, abilities,
lifestyles, beliefs, and values.
Responding to complaints
We tell people how to complain, and respond to complaints
positively and rapidly.
We aim to keep waiting times to a minimum and respond to:
- letters within 10 working days
- telephone calls within six rings
- stage 1 complaints (when they are first brought to our
notice) within 10 working days
- stage 2 complaints (if you are not satisfied with our initial
response) within 20 working days
- stage 3 complaints (the appeals process) within 25 working
- e-mails within five working days
Courteous and informative staff
Staff will be courteous and polite and will give clear and
accurate information about services, rights to services, the
standards that can be expected and the reasons behind decisions,
waiting times, etc.
Continuity of service
Wherever possible, customers will be able to speak to someone
knowledgeable about their case. Staff will identify themselves by
their first or last name and the section in which they work.
A welcoming environment
Reception areas will be clean, accessible and comfortable,
providing good information.