Service Charter

Customer Services

Mission Statement:

To provide a high quality service, which satisfies all customer enquiries, where and whenever required, by giving clear, consistent, accurate information and advice.

Customer Services

We have 9 Intouch Tameside Customer Service Centres located throughout Tameside, one in each of the Tameside main towns. Here you can get help and advice on all Council services including specialist advice on Housing Benefit and Council Tax issues. We also have 13 In Touch Tameside Centres based in the borough libraries, where staff can provide information on many Council services.

Using award winning new technology, staff help customers access services from Abandoned Vehicles to Zebra Crossings from Council Tax to Welfare Rights.

We will:

• Provide well trained, easily identifiable staff
• Provide access for all
• Speak to you in private if you wish
• Deal with your request at the first point of contact or make an appointment for you with a person who can deal with it
• Always put our customers first
• Ensure that customers are advised of all relevant timescales
• Treat all information received in the strictest confidence
• Be open and available to customers until the appointed closing time
• Be fair and objective with all our customers
• Be sensitive to special needs
• Take notice and act on your feedback
• Continually improve the service and performance standards
• Conduct bi-monthly surveys to obtain customer feedback

You can help us by:

• Giving us all the information we need to help you
• Letting us know if you have any special needs
• Telling us how we can improve our service
• Asking us to explain anything you are not sure of

Equality and Diversity:

We want our services to be accessible to all our community, regardless of age, disability, race or any other factor that may cause a disadvantage.

We provide:

• Bi-lingual officers and also a telephone interpreting service
• Loop hearing systems, access to lip speakers and signers
• Information in alternative formats, such as Braille or audio disc
• Wheelchair access in all our Customer First Centres
• Arrange to visit you in your home if you cannot visit our offices

Customer Services Annual Review 2009 - 2010

We are continually striving  to improve our Customer services function. Read the highlights from the past year including successful projects and initiatives and our performance.

The Customer Care and Contact Strategy is a living document which will provide the direction and focus for all areas of the organisation to work together in helping achieve great lives and excellent services.

Customer Complaints and Comments:

We are committed to providing the best possible services to you, our customers. Your comments and complaints are important to us.

We will:

• Welcome customer comments and complaints
• Investigate any complaints about our service and reply within 5 working days
• Learn from customer comments and complaints and improve our services as a result

How to Contact Us:

Contact Information
Send us a Message	Customer Services Tameside MBC Council Offices Wellington Road Ashton under Lyne OL6 6DL  View local map
0161 342 8355
0161 342 3070
0161 342 2283