Street Force Customer Charter

These are our promises to you:

We will:

• Clear major gateways to keep them predominantly litter free.

• Keep principal shopping areas free from major accumulations of litter.

• Empty litter bins routinely to prevent overflow.  We will empty overflowing bins in the city centre on the same day as they are reported and bins outside the city centre within 48 hours of the report.

• Remove fly tipping from your streets within 3 working days of it being reported.

• Make sure that at least 9 out of 10 gullies are clear.

• Make sure that 98% of traffic bollards are in place on “A” roads at any one time and any that are knocked down are replaced within 10 working days of being reported.

• Make sure that 97% of street lights are always lit and that unlit street lights will be repaired, on average, within 5 working days of being reported.

• Repair dangerous defects on carriageways and footways within 24 hours of them being reported.

• Regularly cut grassed areas in urban streets so that they do not become overgrown.  We will cut grassed areas at the edges of rural roads at least once a year.

• Treat the main traffic routes with rock salt within 3 hours of the decision to do so based on the Met Office weather forecasts.

• Treat the secondary traffic routes with rock salt before the morning rush hour, normally 7.30am, based on Met Office weather forecasts.

• Place an extra 50 salt boxes on the streets each year, before the winter time, based on prioritising residents’ requests.

• Acknowledge all correspondence within 7 days of receipt (or within 3 days for e-mail contact).  When you contact Street Force with a question or complaint we will aim to respond in full within 28 days of receipt.  If this is not possible, we will let you know what we have done with your question or complaint and when you can expect a full reply.

• Make sure that 85% of all calls are answered by an experienced Customer Services Agent within 20 seconds.