Council invites residents to have their say on new customer service charter

13 April 2022

Cheshire East Council is asking residents for their views on its new customer service charter.

The council is committed to providing all customers with the high quality of service they expect. In its customer experience strategy, launched last March, Cheshire East set out its vision to put customers at the heart of everything the council does, providing the best possible experience for customers, whoever they are and however they make contact.

The new customer service charter builds on this vision, setting out more clearly the standards which all council staff are expected to adhere to, along with a clear feedback process for customers to share their views on service improvements.

The charter outlines what to expect when contacting the council, whether that’s using online services, visiting in person, or making enquiries by email, telephone or in writing. It also provides a clear feedback process, making it easy for customers to share their views on service improvements.

The council has already engaged with staff, and their views and suggestions have helped to shape the charter. Cheshire East is now encouraging residents to have their say.

Councillor Sam Corcoran, leader of the council and chair of the corporate policy committee, said: “The customer service charter acts as an agreement between Cheshire East Council and our customers. It means we can set out the standards of behaviour and values that Cheshire East aspires to when interacting with our customers – what they can expect from us, and what we expect from them.

“We are working hard to review our services – with an aim of working as one organisation that offers a clear and consistent experience, getting things right first time for our customers.

“We are committed to making sure that our services reach the highest standards, but we recognise that sometimes things do go wrong. We want our customers to feel reassured that whenever we fall below their expectations, we will work to put things right.

“We welcome comments on any aspect of this charter and whether it sets the right standards for how we deliver services to our customers.”

Residents can view the draft customer service charter and share their views before Friday 13 May at: https://surveys.cheshireeast.gov.uk/s/CECustomerServiceCharter/.