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Our Standards of Customer Service 2010-2011

 

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View Environmental Services' Service Standards

It is important that you know what standard of service to expect from us and what to do if things go wrong. We aim to:

Service Standard Target
2010/11
Success
Rate
Target
2011/12

Answer all telephone calls within 4 rings (10 seconds).

100%

96%

100%

Respond to all service requests within the agreed timescale.

100%

100%

100%

Provide trained staff who are polite and courteous (Staff Customer Care Training).

100%

70%

100%

Treat all personal information with respect and confidentiality, providing private interview arrangements where necessary.

Private interview rooms available at all Council Offices.

Provide translation and interpretation facilities when needed.

We continue to provide the full range of translation services and have implemented the Language Line Service.

Arrange home visits for those who are housebound or disabled.

We continue to provide home visits on request.

Carry out inspections according to risk, statutory requirement or as a result of a complaint.

The Department continues to inspect 100% of premises due for inspection.

Deal with any complaints about our service according to the Council's complaint procedure.

100%

100%

100%

 

Other Key Achievements

  • Carry out consultation exercises in accordance with the Division's Quality System
Contact Information
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Waste Management
Tame Street Depot
Tame Street
Stalybridge
Tameside
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