Customer First, a new customer charter, has been launched setting out the standards of service people can expect when they contact Darlington Council.

Customer First was devised in consultation with residents and is aimed at raising standards and making services more customer focussed. It includes information on how council staff should greet and deal with customers as well as setting out standards on how quickly they should deal with enquiries.

For example, the charter states that staff will aim to see people at the Customer Service Centre within ten minutes. Council staff will also aim to answer telephone calls within 20 seconds.

Under Customer First guidelines, the Council will also aim to respond in full to letters, faxes and e-mails within ten working days.

As well as this, the charter includes information on what customers should do if they are unhappy with services and how to contact the Council. Councillor Jenny Chapman, Cabinet Member for Communities and Engagement, said: “Customer First was devised in close consultation with people at our Talking Together events, and is aimed at making sure everyone who contacts the Council receives polite, friendly, efficient services.

“We have high customer satisfaction levels already, but we don’t want to be complacent. We can always improve and this charter will help us to raise the bar further".