Issue - meetings
Customer Charter
Meeting: 03/03/2022 - Neighbourhood Services and Enforcement Committee (Item 18)
18 Customer Charter 
PDF 119 KB
To consider approval of the proposed Customer Services Charter and Spelthorne Pledge.
Additional documents:
- Customer Services Charter - February 2022, item 18
PDF 262 KB
- PLEDGE CERTIFICATE-v2, item 18
PDF 235 KB
Minutes:
The Committee considered a report recommending approval of the proposed Customer Services Charter and Spelthorne Pledge.
The Deputy Group Head of Finance & Customer Relations explained that Spelthorne Borough Council currently did not have a Customer Services Charter and adoption of the charter would set out expectations when dealing with the Council.
The Committee noted the process for dealing with complaints and requested that response times be monitored. The Committee felt the Customer Services Charter and Spelthorne Pledge were suitable and noted they could be adapted in future as digital transformation progressed.
Alternative options considered and rejected by the Committee:
1) Do not adopt a Customer Charter or a Pledge.
The Committee resolved to approve the Customer Services Charter and Spelthorne Pledge.