Customer Care Charter
Our promise to you
Knowsley Council is committed to delivering an excellent level
of service to all of its customers and this charter sets out the
standards of customer service that you can expect the council to
deliver.
We will ensure that you are dealt with:
- Promptly
- Fairly
- In a helpful and courteous manner
- By well trained staff who are happy to help you
- In clean and tidy accommodation with private rooms available
should you need one
We will always:
- Be open, honest and explain any decisions we make to you
- Ensure that our staff take responsibility for dealing with your
enquiry and when they can’t that they refer it on to someone who
can help
- Allow you to make informed choices by giving you as much
information as possible
- Provide assistance on request to help you to access our
services
- Welcome your feedback and use it to improve what we do
- Tell you how we are performing
- Act in accordance of the law and maintain confidentiality at
all times
- Respond to you within 10 working days when you contact us with
any general correspondence
We would like you to:
- Treat all our staff with respect
- Provide us with all of the information we need to help you
- Help us to improve our services by telling us what you
think
- Tell us if you are not happy with the service that we have
provided you with
Have your say - we want to listen
We will listen to your complaints, comments and
suggestions.
If you make a complaint by letter, email, telephone, online
via our website or in person, we will:
- Acknowledge the matter that you have raised by within 3 working
days
- Provide a full response within 10 working days, or if this is
not possible, a letter advising you of our timescale for a full
reply
- Respond with a full and clear explanation
- Apologise if we have made a mistake, and put things right as
quickly as possible
- Provide a contact name and telephone number if you wish to
contact us again.
How to contact us
You can contact the council to have your
say in the following ways: