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Customer Charter
This charter aims to demonstrate the standards that users of our service can expect from us, and what we in turn expect from our customers.
With your help, we aim to ensure the service you receive reflects the standards set out in our Charter, and wherever possible our Service continues to improve.
What is the charter for?
Our aim is to provide a clear and consistent service to all our service users. This Charter gives you important information about:
- What you can expect from our Service
- What to do if you are not happy with any aspect of the Service
- What we expect from you
Who is the Charter for?
Our:
- Customers
- Partners
- Stakeholders
Our commitment to you
We will:
- Treat you fairly, politely and with respect
- Respond to your queries and requests for assistance in a timely manner
- Explain what you can expect from us and how long it is likely to take
- Provide you with information and advice in different formats so everyone can access the service
- Gain your consent before we share any information with other relevant services
- Only share information without your consent if situations compromise our professional responsibilities
- Make sure we are aware of, and follow, our Equality and Diversity Policy, opposing all forms of discrimination and treating you with respect regardless of your race, gender, sexual orientation, age, religion or disability
What we expect from you:
- To work with us
- To keep us informed of any changes in your personal circumstances that may affect any services we provide you
- To treat all staff and service providers with respect regardless of their race, religion, age, gender, sexual orientation, or disability,
- To keep appointments with staff and other service providers wherever possible, or let us know if you cannot do so
We will monitor our standards by:
- Regularly quality checking our work
- Monitoring our performance to timescales
- Asking you your views on the service and ensuring these form a fundamental part of reviews carried out of the service
- Deal with any complaints or feedback speedily and seriously and respond accordingly
- Train our management and staff to a high standard and recruit a workforce that reflects the expertise and diversity of our community.
- Encourage the involvement of Sheffield’s diverse communities in decision- making and developing services through partnerships at local and citywide level
We will tell you how we are doing by:
- Publishing the results in council publications
- Displaying this information in our public offices
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