Southampton City Council Customer Charter

We will:

• Listen to you about improvements we can make to our services
• Let you know the name of the person you are dealing with
• Be open and honest with you
• Value and respect the diversity of our customers and try to meet the needs of customers with specific
  requirements
• Ensure our staff are trained to do their jobs effectively and efficiently.

Our aim is to:

• Get things right the first time
• Work with partner agencies and communities to improve our services
• Reply to letters within 15 working days
• Make sure we do not disadvantage or discriminate against any of our customers
• Improve efficiency and service whilst reducing costs

We will not:

• Always be able to give you what you want; if we cannot we will, where possible, offer you options
  or alternatives
• Use unnecessary technical terms or jargon when explaining things to you
• Accept any form of abuse or discriminatory behaviour against our staff or our customers.
  Please note: where a time frame is specified this is working hours/days.

Please note: where a time frame is specified this is working hours/days.

This written information is available on request in other formats or languages

Make a comment about our services

We welcome your comments so we can improve our services. If you would like to make a comment, compliment or complaint please let us know by telephoning 023 8083 3050 or by emailing complaints@southampton.gov.uk or you can ask a member of staff for a complaints form.

Text Relay: dial 18001 in front of any of the council’s full telephone numbers to access our services via British Telecom Text Relay