Customer service standards

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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 email 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

• 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  

Tel: 01283 595795
Fax : 01283 595964
Online: contact form
email : customer.services@south-derbys.gov.uk  

Opening Times

Council Offices:
8.45am - 5pm Monday, Tuesday Thursday
9.30am - 5pm Wednesday
8.45am - 4.30pm Friday

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