Customer Service Charter

eMail: customer.services@doncaster.gov.uk | Telephone: 01302 736000 | Minicom: 01302 736252 | Fax: 01302 737510
Address: PO Box 257, The Council House, College Road, Doncaster, DN1 1BR.

Our commitment to you

We want to make dealing with the Council a quick and easy process.

To achieve this, we will:

answer your enquiry at the first point of contact whenever possible
make sure that services meet your needs by listening to what you say
treat you fairly and with respect
deal with enquiries and complaints carefully, quickly and openly
give staff the skills and training they need to put customers first

If you telephone us

In some areas, in order to provide a quicker response, particularly during busy periods, we have introduced a clear and easy to use automated telephone service.

When we deal with you on the phone, we will:

be polite and helpful
give our name and service area
offer to call you back at a suitable time if we can’t deal with your enquiry immediately
answer your call within five rings
provide a Minicom or Typetalk service if you have a hearing impairment

If you visit us we will:

be friendly and helpful to you
make sure that you wait on average no longer than ten minutes to be seen
wear name badges and/ or carry official identification
make sure that our reception areas are easy to use, clean, tidy and clearly signposted
get help as soon as possible if you have special communication needs, for example, if you are deaf, blind or cannot speak or read English

If we visit you at home, we will:

let you know when we will visit, where possible
always wear our name badges and show our identification
treat you and your home with respect
let you know if we are unable to make the appointment

If you write to us by letter or fax, we will:

thank you for your correspondence
reply to your enquiry in full within ten working days
make sure that we have answered all of your questions, and tell you who to contact if you want more information
let you know when you will get a reply, if our answer to your enquiry will take longer than ten working days

If you contact us by email, we will:

thank you for your enquiry within one working day
reply to your enquiry in full within three working days
make sure that we have answered all of your questions, and tell you who to contact if you want more information
let you know when you will get a reply, if our answer to your enquiry will take longer than three working days

If you visit our website or Public Information Points (Kiosks), we will:

make sure that information on our website (www.doncaster.gov.uk) is accurate, up to date and useful
make sure all Council Services provide their address, telephone number and email address
avoid using jargon and abbreviations

What we would like you to do:

tell us when your personal circumstances change
let us know if you are unable to come to an appointment
act in a polite and considerate way, so we can give you and other customers the standard of service you expect