Customers at the heart of councils’ new charter

Women on a mobile phone looking at a piece of paper

Two local councils have released their new customer charter today, which firmly puts the needs of residents first.

Broadland District and South Norfolk Councils’ customer charter sets out the service that residents can expect to receive and outlines the councils’ dedication to delivering exceptional customer service.

Councillor Jonathan Emsell, Portfolio Holder for Transformation and Organisational Development at Broadland District Council said:

“Our residents have always been at the heart of everything we do, therefore excellent customer service is a priority for us.

"It is vital our residents can reach us easily at a time convenient to them. Our Charter explains how we will work with our residents to ensure we continue to provide the high quality service they expect and deserve.”

South Norfolk Council’s Cabinet Member for Better Lives, Councillor Alison Thomas said:

“We want to provide our residents with the best possible customer experience. We have listened to their feedback and based our charter around the things that matter most to them.

“It’s important to us that residents can access services in the right way and at the right time and to achieve this we need to engage with them, so we can fully understand what they need from us.

“Putting our customers at the heart of everything we do is key, and our new customer charter underpins that commitment.”  

The charter focusses on the Councils’ vision, which is:

  • to have a customer service culture that builds a strong relationship between the Councils and residents, businesses and partners across Broadland and South Norfolk
  • to allow open and free flowing feedback, in a way that is appropriate to the customer, giving the Councils the ability to recognise areas of success and use feedback to continuously improve our services
  • to ensure that services are designed around customer needs and that customers can access services through multiple channels at the times they need

To read the charter, please visit our customer charter page.

Published: 1 October 2021