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Customer care standards

Our definition of a customer is: 'If you contact us for any reason, or you are affected by anything we do, you are one of our customers.'

Gloucestershire County Council wants to have a reputation for putting customers first, and that means every staff member upholding high standards of customer service.

To enable a consistent approach, the following customer care standards have been developed through consultation with Gloucestershire residents.

  • Write to:

Customer Services
Gloucestershire County Council
Shire Hall
Gloucester
GL1 2TG

You can visit the main reception of Shire Hall between 8.30am and 5.00pm, Monday to Friday

  • Write to:

Customer Services
Gloucestershire County Council
Shire Hall
Gloucester
GL1 2TG

You can visit the main reception of Shire Hall between 8.30am and 5.00pm, Monday to Friday

  • Our services should be accessible to everyone, we will regularly review our services to ensure they are inclusive

  • Our staff will always aim to help customers the first time they contact us. If this is not possible, we will share updates and information in a timely manner

  • Our staff will always try to help customers and if a question is not about something we are able to help with, we will act quickly to try to put them in touch with the right people

  • If there is a good reason for the Customer to be helped by someone else, we will always explain why and make sure the handover is hassle-free for the customer

  • We will use customer compliments, comments, and complaints to learn and improve our services

  • Our services should be accessible to everyone, we will regularly review our services to ensure they are inclusive

  • Our staff will always aim to help customers the first time they contact us. If this is not possible, we will share updates and information in a timely manner

  • Our staff will always try to help customers and if a question is not about something we are able to help with, we will act quickly to try to put them in touch with the right people

  • If there is a good reason for the Customer to be helped by someone else, we will always explain why and make sure the handover is hassle-free for the customer

  • We will use customer compliments, comments, and complaints to learn and improve our services

  • It is often quickest and easiest to access our services online, but we will ensure there are other ways to contact departments

  • Online forms and webpages will show how long we expect it will take us to respond

  • Our online forms and webpages should always clearly belong to a specific team or service

  • Teams will keep webpages up to date and will use feedback received through the website to improve the information that is available online

  • It is often quickest and easiest to access our services online, but we will ensure there are other ways to contact departments

  • Online forms and webpages will show how long we expect it will take us to respond

  • Our online forms and webpages should always clearly belong to a specific team or service

  • Teams will keep webpages up to date and will use feedback received through the website to improve the information that is available online

  • We will aim to answer calls to our main published phone numbers within 30 seconds of ringing, but when phone lines are busy we will make sure there is a message to inform customers and provide other contact details if they would rather not wait

  • We will ensure that all services are contactable by phone and the opening times of published phone numbers are available on our website

  • We will aim to handle calls without passing them to others, and only do this if there is a good reason to

  • If we do need to pass the call on, we will make sure the call is passed to the right place and the customer does not need to repeat themselves

  • If we cannot fully help a customer during the call, we will make sure to explain what we will do next and agree how we will keep the customer updated on their question or request

  • We will aim to answer calls to our main published phone numbers within 30 seconds of ringing, but when phone lines are busy we will make sure there is a message to inform customers and provide other contact details if they would rather not wait

  • We will ensure that all services are contactable by phone and the opening times of published phone numbers are available on our website

  • We will aim to handle calls without passing them to others, and only do this if there is a good reason to

  • If we do need to pass the call on, we will make sure the call is passed to the right place and the customer does not need to repeat themselves

  • If we cannot fully help a customer during the call, we will make sure to explain what we will do next and agree how we will keep the customer updated on their question or request

  • Our reception spaces and libraries will be welcoming and will be equipped to provide information on our most commonly used services

  • If you visit our receptions, libraries, or meeting spaces and we are not able to fully answer your question, we will help you contact someone who can

  • If you have an appointment, we will make sure you are met within 10 minutes of your appointment time

  • If we are visiting you, we will have an agreed meeting time and place and we will make sure to let you know if we are going to be late

  • Our reception spaces and libraries will be welcoming and will be equipped to provide information on our most commonly used services

  • If you visit our receptions, libraries, or meeting spaces and we are not able to fully answer your question, we will help you contact someone who can

  • If you have an appointment, we will make sure you are met within 10 minutes of your appointment time

  • If we are visiting you, we will have an agreed meeting time and place and we will make sure to let you know if we are going to be late

  • We will endeavour to respond to all emails and letters within 3 working days of receipt

  • If we do need more information or time to answer an email or letter, we will clarify all of the information and time we need, and explain why

  • We will endeavour to respond to all emails and letters within 3 working days of receipt

  • If we do need more information or time to answer an email or letter, we will clarify all of the information and time we need, and explain why

  • Check our website for information and use online forms when you can

  • Use our specified contact details so we can help you as quickly as possible

  • Let us know any information we may need to help you, and keep us updated if this changes

  • Let us know how things are going – if you have a Comment, Compliment, or Complaint, we would like to hear it

  • Treat our staff as you would like to be treated– our staff want to help you and they have a right to feel safe and respected at all times. For more information on this, please see our unacceptable behaviour policy on the right hand side of this page.

  • Check our website for information and use online forms when you can

  • Use our specified contact details so we can help you as quickly as possible

  • Let us know any information we may need to help you, and keep us updated if this changes

  • Let us know how things are going – if you have a Comment, Compliment, or Complaint, we would like to hear it

  • Treat our staff as you would like to be treated– our staff want to help you and they have a right to feel safe and respected at all times. For more information on this, please see our unacceptable behaviour policy on the right hand side of this page.

If you want a copy of the customer care standards in large print, audio, Braille, alternative format or in a different language, please contact us on 01452 425000 and we will do our best to help.