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Environmental Services Standards

Environmental Services

Our Standards of Customer Service

Food Hygiene Rating Scheme (FHRS) | 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.

Food Hygiene Rating Scheme (FHRS)

We are participating in the National Food Hygiene Rating Scheme which is a Food Standards Agency and Local Authority partnership initiative to provide consumers with at-a-glance information about Hygiene Standards in food businesses found during planned inspections to help them make informed choices about where they buy and eat food.

Each food business will be given a numerical rating ranging from 0 to 5 where:

  • 0 – means that urgent improvements are necessary
  • 1 - means that major improvements are necessary
  • 2 – means that improvements are necessary
  • 3 – means that premises are generally satisfactory
  • 4 – means that premises are good
  • 5 – means that premises are very good

The ratings are calculated on 3 elements:

  • How hygienically the food is handled – safe food preparation, cooking, re-heating, cooling and storage. 
  • The condition of the structure of your premises – cleanliness, layout, lighting, ventilation and other facilities.
  • How you manage and document food safety using a system such as ‘Safer Food, Better Business’ or ‘HACCP’.

Ratings for businesses in Tameside can be found at the following web link:

Food Standards Agency's food hygiene rating scheme Link to External Website.

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.
Ian Saxon, Head of Environmental Services

Service Standards

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  Ian Saxon, the Head of Environmental Services , the Council's Chief Executive or your Ward Councillor.

Alternatively you can take your complaint to the The Local Government Ombudsman, PO Box 4771, Coventry, CV4 0EH
Telephone Number 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 Send us a Message
Contact by Post

Environmental Services
Tameside MBC
Council Offices
Wellington Road
Ashton under Lyne
OL6 6DL
Contact by Telephone
0161 342 8355
Contact by Minicom
0161 342 2283

Ian Saxon
Head of Environmental Services

Page last updated: 15 October 2014