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Customer Service standards

We want to give you an excellent service. Below are the minimum standards you can expect when you contact us.

You can also take a look at our Tell Us policy which details how to make a comment, compliment or complaint.

When you contact us we will:

  • Answer your call within 20 seconds: you told us you don’t want to wait too long before your call is answered
  • Confirm that you have reached Tamworth Borough Council; tell you the service/team you have called and give you the name of the officer you are talking to, so you know who you are dealing with
  • We aim to deal with all of your enquiries when you first contact us
  • Reply within seven days to all letters and emails. If we need more time to deal with your enquiry we will tell you
  • Respond to your enquiry using plain English - you do not want us to use jargon.  Sometimes we may need to quote law or legislation
  • Provide an interpreter, signer or information in an alternative language
  • Be courteous and respectful because we provide you with services that you cannot get from anyone else
  • Listen to what you tell us. If we make changes as a result of feedback we will tell you because we want to improve