Our customer charter

silhouette of a person wearing a phone headset and icons of a phone, envelope and speech bubble

We are committed to providing the best service we can to our customers. Our customer charter explains what you can expect from us and how you can help us to achieve this.

We’ve based the charter on the things about our services that you told us are important to you.

Our customer is any individual, group, organisation or business that resides in, does business in or with, or visits, the Broadland or South Norfolk district.

We will make it clear how you can contact us and access our services

phone email and envelope symbol

We will:

  • explain what services we provide and what to expect from them
  • offer different contact options to suit your needs and preferences
  • empower you to tell us how we are doing and help us to improve our organisation
  • make sure you can contact us in the way and at a time that works for you

We will treat you with respect, courtesy and understanding

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You can trust us to:

  • communicate with you in plain English with no jargon
  • identify ourselves and give you our names
  • respect your right to privacy and confidentiality
  • make sure our team have the skills, beahviours and tools they require to deliver services to you

We will listen, understand, and get things done

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We will:

  • keep you informed with up to date information about the services you use
  • do our best to put things right that have gone wrong
  • try and resolve your query the first time you contact us - if we can’t, we will let you know the next steps 

You can help us achieve this by:

  • always treating our staff and contractors with respect and courtesy
  • giving us all the information we require to help us meet your needs
  • giving us feedback on our service so we can learn and improve
  • telling us when something changes
  • asking us to explain anything you are not sure about

How we will deliver our customer charter

However you choose to contact us, our customer charter tells you what to expect when you get in touch.


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We will:

  • aim to have the website available 24 hours a day all year round
  • continue to improve the services available online
  • ensure our website and online processes are clear, quick and easy to use


Illustrated person wearing a phone headset

We will:

  • keep waiting times to a minimum - in times of high demand, we will keep you informed
  • update automated messages regularly with up to date information
  • when returning your calls, staff will clearly state their first name, their department and their reason for calling

Face to face

Two people next to each other

We will:

  • make sure our buildings are welcoming, safe and fully accessible
  • where possible provide you with bookable appointments
  • if there is a delay or change to your appointment we will explain why and keep you informed

Social media

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We will:

  • share relevant and timely information
  • be clear and concise
  • respond to questions as quickly as possible

Written communication

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We will:

  • ensure all service email addresses have an ‘automatic reply’ which clearly explains what will happen next
  • make sure all emails contain our contact details
  • make sure any letters we send contain a reference so they are easy to trace if necessary


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We will:

  • use new technology, as it becomes available, to create more ways for you to get in touch with us
  • make more of our services available online and look for ways to increase our flexibility so you can contact us at a time that suits you
  • keep up to date with emerging technology that we could use to help you to get the right outcome, at the right time and in the right way

Have your say

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We want to know how well we are delivering against our commitments. We want to know what we are doing well, and where we could improve. If you have any feedback about the service you have received please complete our survey to let us know.

Complete our Customer Satisfaction Survey