Denbighshire County Council aims to deliver first class public services that meet the needs of customers, are accessible and of a high quality.

We have produced this information to make you aware of the standards you can expect.

Denbighshire’s Corporate Customer Service Statement is:

We are committed to ensuring our services, facilities and resources provided by the authority are accessible and responsive to each individual and all communities.

All customers can expect:

• Provision of services that meet their individual needs.
• Courtesy and helpfulness when accessing our services.
• To have their views and comments listened to and any enquiry dealt with efficiently and correctly.
• Easily identifiable Council representatives.
• Provision of information that meets their individual needs.
• An easy means to give feedback to the Council.

Denbighshire’s Corporate Customer Service Standards:

Contacting the Council:

• We will enable citizens to access services in Welsh, English, minority ethnic languages, British Sign Language, large print and Braille.
• We aim to communicate in clear language that is easy to understand.

Telephone calls:

• All telephone calls into the Council will be answered in accordance with the Corporate Telephone Answering Guidance.
• We will answer colleagues’ telephones in their absence and attempt to answer customers’ enquiries.  If this is not possible we will take a message.  On receiving the message we will return the call by the end of the following working day.
• Where required, we will telephone a customer to acknowledge a voicemail message by the end of the following working day.
• 80% of telephone calls into the Corporate Customer Service Centre will be answered as soon as possible, within a maximum of 30 seconds.

Website:

• The corporate website will be updated bilingually on a regular basis. Any changes to service delivery will be updated as soon as possible, and at the latest within 2 working days from when the change occurred.

Written correspondence:

• All e-mails sent to departmental e-mail addresses (e.g. customerservice@denbighshire.gov.uk) will be acknowledged by an automated bilingual e-mail response to the sender.
• All e-mails sent to departmental e-mail addresses (e.g. customerservice@denbighshire.gov.uk) and letters that require a response will be replied to within 10 working days.  Where this is not possible we will provide an update on the enquiry with a revised response date.

Service delivery:

• Services requested via the Customer Relationship Management. System will be delivered within the timescales stipulated to customers.
• We will provide services in accordance with departments’ own service delivery standards.

Requests for information:

• Requests for information under the various legislation will be dealt with in accordance to the prescribed time-scale, for example freedom of information requests will be acknowledged within 5 working days and responded to within 20 working days.

Complaints:

• In accordance with the Corporate Complaints Policy, all complaints will be acknowledged within 5 working days and responded to as soon as possible, within timescales.  Where this is not possible we will provide an update on the complaint with a revised response date.

Publicity:

• We will use every opportunity possible to promote council services, achievements, aims and objectives to stakeholders.
• Encourage greater participation in council-arranged initiatives.

Corporate publications:

• Ensure all promotional materials are produced, in accordance with corporate policies.
• Ensure that all promotional materials are accessible in a format of the customer's choice, e.g in hard copy, electronically or in large print, Braille etc.

Public events:

• Ensure that the Council is accessible at all major public events.
• Promote council services to all.