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Customer Service Strategy
Spelthorne Borough Council’s aim is to provide an accessible, convenient, responsive and high quality service. Whilst we have been making improvements to our customer services and service accessibility, we are keen to do more to ensure that we consistently deliver an excellent service. The Customer Service Strategy is intended as a framework to plan how we will develop our Customer Services over the next three years, both to develop and improve the service we offer our customers. This Strategy will ensure that the whole council is able to;

  • Provide a consistent level of service that is delivered to common standards, recognising customer diversity and individual requirements;
  • Increase customer involvement and engagement in the design and delivery of council services;
  • Promote a “customer first” culture where customers are valued and offered a quality service;
  • Make it increasingly possible for customers to self serve, and find what they want easily and quickly from the Council’s website;
  • Improve the ability of staff to solve problems, and empower staff to put things right at the first point of contact with the customer;
  • Provide services that are efficient and accessible to all sectors of the community;
  • Ensure that people understand what services Spelthorne Borough Council provides and are reliably informed about them;
  • Listen and understand our customers’ expectation of our services and respond by implementing improvements and managing our services accordingly.

Customer Service Strategy 2009-2012 (pdf 124kb)

For further information, please contact Linda Norman, Head of Customer on 01784 446 375