Our key aim is to...
promote the well being of all sections of the community by continually improving the quality and efficiency of our services
All of us at South Derbyshire District Council will:
- be welcoming and courteous
- be fair and respectful
- be helpful and responsive
- provide good quality information suited to your needs
- communicate clearly
- let you know what we can provide, who to contact and how
- let you know how to make suggestions for improvements
- keep you informed
If you telephone us we will:
- try to answer within ten seconds or four rings
- tell you who you are speaking to
- try to deal with your enquiry within one working day
- respond to any voicemail message you leave us within one day
If you write, fax or email us we will:
- acknowledge your e-mail within 24 hours
- try to reply to you within 10 working days by telephone, fax letter or email
- be clear and use plain language
- use Braille, large print and different languages if you need us to
If you visit us we will:
- welcome you on arrival
- deal with you promptly keeping any delays down to 20 minutes
- keep our reception areas clean, warm and comfortable
If we visit you we will:
- be prompt and try to keep any delays down to 10 minutes
- show you our South Derbyshire District Council identity card
We will ask for your views on the services you use. We will:
- use your comments to help us improve
If you are unhappy with the service you receive, we want to know. You can:
- fill in a leaflet available from reception area or call us on 01283 595795
If you make a complaint we will:
- acknowledge your complaint within five working days
- investigate your complaint
- provide a written response within 20 working days.
Customer Service Code of Practice
Our Promise to our Customers
The Code of Practice applies to all forms of communication and states the following:
When you make contact with us we will:
- be welcoming and courteous
- be fair and respectful
- be helpful and responsive
- provide good quality information suited to your needs
- communicate clearly
- let you know what we can provide, who to contact and how
- let you know how to make suggestions for improvements
- keep you informed
To help us achieve this we ask that you:
- are courteous and respectful towards us
- provide the information we need
- make suggestions on improving our service
In addition:
- All employees need to work within the Data Protection Act, confidentiality guidelines and the Equal Opportunities Policy.
- The Data Protection Act requires that any information we keep about our customers must be accurate, up-to-date and relevant.
Contact Details
South Derbyshire District Council
Civic Offices,
Civic Way,
Swadlincote,
Derbyshire
DE11 0AH
Email : civic.offices@south-derbys.gov.uk
Tel : 01283 595795
Fax : 01283 595964
Opening Times
Council Offices:
8.45am - 5.00pm Monday, Tuesday Thursday
9.30am - 5.00pm Wednesday
8.45am - 4.30pm Friday
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