customer service standards

Service First

South Cambs aims to put customers first, deliver outstanding service and provide easy access to services and information. To support this goal, SCDC has launched new customer service standards, which places YOU at the centre of its service delivery.

if you phone us we will

answer your call promptly - usually within 20 seconds
provide voicemail if the person you need is unavailable
answer your phone message within one working day

if you write to us we will

reply to your letter or email within ten working days

If we cannot deal in full with your enquiry within that timescale we will give you the name of the officer dealing with the it and a date when they will get back to you

If we write to you we will

write in Plain English
arrange for translation, large type, Braille or audio tapes upon request

If you visit us we will

welcome you promptly on your arrival
arrange a private interview room if you ask for one
if you have an appointment, you will be seen within ten minutes of your appointment time.

If we visit you we will

carry identification that you can check with a phone call to our Contact Centre
arrive at the time we say we will or give you as much notice as possible if we have to change the time
treat your home with respect

At all times we will

treat you with respect, be polite, patient and honest

If we get it wrong we will

apologise if we have made a mistake or failed to meet our standards
acknowledge your written complaint within three working days
reply in full to your complaint within ten working days