Westmorland and Furness Council has launched a new Customer Charter, reaffirming its commitment to placing customers at the heart of everything it does.
Approved by the council’s Cabinet last week, the Customer Charter is a key component of the local authority’s broader strategy to deliver high-quality services that are responsive, accessible and centred around the needs of customers.
The one-page document, which has been widely consulted on, outlines the council’s dedication to excellent customer service through caring, listening and putting customers first. It clearly sets out what residents, businesses and visitors can expect from the council and what it asks in return, creating a foundation for a strong, respectful relationship between the council and its customers.
Key aspects of the Customer Charter include:
- We care: The council commits to being helpful, polite and respectful. Accurate information will be provided in a straightforward manner, with open and honest communication.
- We listen: The council aims to resolve enquiries at the first point of contact whenever possible. Understanding and empathy are central to their approach, with active engagement from the community informing the council’s actions. Continuous improvement is a priority, driven by customer feedback.
- We put you first: Services provided by the council are designed to be user-friendly, caring and accessible to all. It will embrace new technologies to offer effective digital solutions, available at the customer’s convenience. Clear communication about various contact methods will be provided, with a focus on ensuring that user needs are at the heart of all services.
In return, the council asks customers to treat its staff with respect and courtesy, provide necessary information, use digital or self-serve platforms where possible and share feedback to help shape and improve services.
Alongside the Customer Charter, the council’s Cabinet has approved a new Complaints and Compliments Policy, consolidating complaints processes from the local authorities it replaced in 2023 into a streamlined approach that aligns with the Local Government and Social Care Ombudsman (LGSCO) Complaints Handling Code. The new policy also outlines a simple way to collect and share compliments to enhance services.
The council believes both complaints and compliments are important sources of customer insight. The new approach will help ensure complaints get to the right people as quickly as possible to support clear and timely responses being provided. Services will be expected to review trends as well as numbers of complaints to help identify improvements needed.
Councillor Judith Derbyshire, Cabinet Member for Housing and Customer Services, said:
"Our new Customer Charter is a reflection of our commitment to the people we serve. It’s about more than just words – it’s about action and ensuring that every interaction with the council is positive and effective. We believe that by caring, listening and putting our customers first, we can make Westmorland and Furness an even better place to live, work and thrive."
The council has worked closely with customers, partners, local groups and its own employees in developing the charter to ensure it meets the needs and expectations of the community.
The Customer Charter is now available to view on the Westmorland and Furness Council website.