Planning - customer charter

Our vision is to provide an efficient and customer-focused planning service. We work collaboratively to deliver sustainable growth. This charter explains how we will help you through each step of the planning process.

• What customers can expect from us
  • When you phone us
  • When you email us
  • When you visit us in person
• What we expect from customers
• Equality and diversity

What customers can expect from us

• We will provide accurate and clear information in response to your enquiries.
• We will explain our decisions.
• We will be polite, friendly, respectful and helpful at all times.
• If we can't help you, we will give you the contact details of where you can find what you need.
• We will be open and honest about what we can or cannot deliver.

When you phone us

• Our Customer Services Team will aim to answer your phone call as quickly as possible during our opening office hours.
• If our Customer Services Team are not able to answer your enquiry, they will either transfer your call to the relevant officer or take a message for you.
• If the person you need to speak to is not able to take your call, our Customer Services team will take a message or transfer your call to another team member to help.
• Any phone messages left will be responded to within 2 working days.

When you email us

• You will receive an acknowledgment straight away, so that you know it has been received.
• We will reply to your email within 3 working days.
• If we cannot reply in 3 days, we will tell you why, and we will let you know when you will receive a full reply.

When you visit us in person

• Pre-booked appointments will be met within five minutes of arrival.
• Private space will be provided to discuss confidential issues.
• We will always do our best to cater for everyone. Please let us know what assistance might be needed when you book so we can ensure we have the appropriate facilities in place.

What we expect from customers

Our team members may sometimes give advice that is not expected, or is disappointing and frustrating.

We ask that you:

• Treat our staff with respect.
• Aggressive, abusive or rude behaviour in any form will not be tolerated.

Equality and diversity

We will:

• Support and encourage the use of services which will aid the diverse needs of our customers in accessing information and/ or services relevant to the planning process.

We ask that you:

• Help us to clearly identify where we can help improve the way you access our service.