Customer care standards
Summary
We have the following standards to help us improve our service to you. The standards, which came into effect on 1 April 2004, show how we will aim to respond if you contact us by telephone, email, if you visit our offices in person, or if you write.
Further information
Contacting us by telephone
- 90% of calls answered within 20 seconds
- Answer machines are only used outside of core time, by special arrangement (e.g. Fraud Hotline) or in exceptional circumstances.
Contacting us in writing
- 90 % responded to within 10 working days
- Where a full answer cannot be provided within this time an acknowledgement will be sent, (this will not however be counted as answered)
Contacting us by email
- 90 % within 10 working days
- Automatic acknowledgement of receipt (Service mailboxes)
- Where a full answer cannot be provided within this time an acknowledgement will be sent, (this will not however be counted as answered)
Contacting us in person (known as 'face to face' contact)
- No customer will wait more than five minutes to be seen
Related pages on this website
Contact us
| contact officer/team: | Performance and Strategy Team |
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| web: | online enquiry form |
| email: | performance@s-norfolk.gov.uk |
| minicom/textphone: | 01508 533622 |
| address: | South Norfolk Council South Norfolk House Swan Lane Long Stratton Norwich NR15 2XE |
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If you need information in large print, audio cassette, braille, translation (written or verbal) or signed interpretation, let us know when you contact us.
