Environmental Services

Our Standards of Customer Service

Customer Pledge | Customer Service | Service Standards | Complaints | How to Contact Us

Dear Customer

We are committed to giving all our customers the best possible service, and our achievements over the past year demonstrate this determination.

We have again produced an excellent performance against the Departmental and Individual Section Standards. This page tells you about our performance against the Standards over the last twelve months.

We are determined that we will continue to give you the high standard of service you are entitled to, and we hope that you will continue to remain a valued customer of Tameside MBC.

Robin Monk, Head of Environmental Operations
Ian Saxon, Head of Environmental Enforcement

Our Customer Pledge

1. Standards
   We will set standards that exceed statutory and corporate standards wherever possible.
2. Information and Openness
   We will provide clear and detailed information about our services.
3. Consultation and Involvement
   We will actively encourage involvement by seeking a wide range of views to improve our services.
4. Access and Choice
   We will provide a wide range of services and make them easily accessible to all, using new technology wherever possible.
5. Fairness
   We will treat all customers with fairness, privacy and dignity; paying particular attention to those with special needs.
6. Putting Things Right
   We will do our utmost to put right any failures or problems highlighted through our complaints procedure or other means.
7. Value for Money
   We will provide best value for taxpayers and customers.
8. Improvements
   We will strive to continually improve our service.
9. Working with Others
   We will work with a range of other service providers to create overall improvements for customers.
10. Provide User Satisfaction
    We will demonstrate that users are satisfied with the quality of our service.

Our Standards of Customer Service

These Standards are set by the Head of Environmental Operations and Head of Environmental Enforcement. They are monitored on a quarterly basis to make sure we meet our targets. If we fail to meet our targets we will introduce measure to remedy any failures.

If you are unhappy with any aspect of our service or wish to make any comment on the service you have received please contact us using the details below. We are determined to sort out your problem to your total satisfaction.

Robin Monk, Head of Environmental Operations and
Ian Saxon, Head of Environmental Enforcement

Service Standards

• Trading Standards and Consumer Advice Section
• Recycling
• Environmental Protection
• Food Hygiene Section
• Health and Safety Section
• Pest Control and Dog Warden Section
• Bereavement Services
• Licensing Section
• Refuse Collection

Complaints

More on Complaints.

What We Will Do

• Wherever possible we will endeavour to resolve your complaint immediately.
• If we cannot do this we aim to respond in writing to you within 3 working days of receipt.
• We will keep you regularly updated of progress until your complaint is fully resolved.

If You Are Still Not Happy

You can discuss your complaint with the Head of Environmental Enforcement - Ian Saxon, the Head of Environmental Operations - Robin Monk, the Council's Chief Executive or your Ward Councillor.

Alternatively you can take your complaint to the Local Government Ombudsman, Beverley House, 17 Shipton Road, York YO30 5FZ.
01904 663200

How We Can Help

• Information Booklets
  We have a variety of information booklets which you may find helpful. To find out more about these booklets, or to ask for a copy, just phone us on 0161 342 8355. We can also provide this information in braille, large print or on audio tape upon request.
• Pull Out and Return Service
  The Recycling Section operates a 'Pull Out & Return' Service for disabled residents. Please tell us if you are unable to put your bin out for collection. An officer will call to discuss how we can help.
• Home Visits
  If you are unable to visit the Council Offices and would like to speak to a member of staff in person we can arrange a home visit.
• Security
  All staff wear name badges and will show their identification card. If you are in any doubt please telephone us before admitting any person to your home.

If you have difficulty accessing any of our services please use the tear off slip to tell us how we can be of assistance.

How to Contact Us

You can contact us for advice, to report a problem or make a complaint. Whichever way you choose to contact us, you can be sure that any information you give us is protected by the Data Protection Act. For more information on how we look after the information we hold, please contact us using the details below or visit any of the Customer Service Centres.

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