Customer Service Standards

We will:

• Make access to our services as easy as possible
• Be polite and respectful at all times
• Listen carefully to what you have to say
• Provide clear and understandable information and advice avoiding jargon and technical terms 
• Make ourselves available to you if you have difficulty coming to us
• Not make promises we cannot keep

If you visit:

• You should not have to wait more than 5 minutes before being seen
• If possible we will try to deal with your request or query without passing you on to someone else
• If this is not possible, we will explain why you are being passed on and to whom and where necessary will make an appointment for you 
• If you think you might need a signer, interpreter or translator, please tell us so that we can arrange to meet your needs
• All our employees will wear a badge so that you can easily identify them

If you telephone:

• We aim to answer calls within 10 seconds of the first ring and in a welcoming and friendly manner
• If we have to transfer you, we will tell you the name of the person you are being transferred to
• If we can't deal with your call immediately, we will get back to you the next working day
• If the person you need is not available, someone will take a message - occasionally, this may be by answer phone

If you write, email or text:

• We aim to reply fully to letters within 10 working days. If we can't do this, we will let you know within 2 working days the date when we will be able to reply 
• We aim to respond fully to e-mails within 10 working days. We aim to acknowledge your e-mail within 24 hours 
• We aim to respond fully to texts within 10 working days. We aim to acknowledge your text within 24 hours
• Our response will always include the name of the person dealing with the enquiry and details of how you can contact them
• If you ask for a leaflet or publication or an application form, we will aim to send it to you the next working day

If we visit your home:

• All our staff and any contractors working for us will always carry an identity badge which they will offer to show you
• We will make an appointment 
• If we have to cancel an appointment, we will try to let you know at least 24 hours in advance and make a new appointment
• If you are not at home when we call, we will leave a card

You can help us by:

• Giving us all the information we need to help you 
• Letting us know if you have any special or individual needs 
• Telling us how we can improve our services 
• Asking us to explain what you are not sure of
• Letting us know if we have failed to meet any of these standards

If you are not satisfied with the standard of our service, you can complain using our complaints form or e-mail complaints@pendle.gov.uk or write to us.

If you are not satisfied with our response to your complaint, you can complain to the Local Ombudsman, details of which are also available on request.