Customer Charter

We are here to serve you, our residents, businesses and visitors. We strive to deliver high quality customer service by caring, listening and putting you first – helping to make Westmorland and Furness a great place to live, work and thrive.

Our Customer Charter sets out what you can expect from us and what we ask from you in return.

We care and will:

• be helpful, polite and treat you with respect
• provide accurate information that is easy to understand 
• be open and honest with you in all our communications
• explain next steps and outcomes clearly
• keep your personal information safe

We listen and will:

• aim to resolve your enquiry or request the first time you contact us or as soon as we can
• be understanding of your situation and needs
• actively engage with you to inform what we do and how we do it
• commit to continuous improvement based on your feedback
• acknowledge if we get something wrong and take action to put it right

We put you first and will:

• provide services that are user-friendly, caring and accessible to all
• embrace new technology to provide effective digital solutions, to use at a time that suits you
• explain clearly the various ways you can make contact with us
• always put user needs at the heart of our services
• provide fair and equal treatment to all our customers

In return, we politely ask you to:

• treat our staff members with respect and courtesy
• provide us with the information we need to help you
• use our digital or self-serve platforms to access services where possible
• share your feedback or suggestions with us to help shape our services