Doncaster Metropolitan Borough Council

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. 

How to help us give you a good service:

• tell us how we can improve our services by giving us your comments and ideas;

• fill in any survey forms when asked;

• tell us if you have a complaint. 

You can complain over the phone, in person, in writing, by email or fax. We will answer your complaint in full within ten working days. 

To send us your complaint:

Write to:
Customer Complaints
PO Box 251
The Council House
College Road
Doncaster
DN1 3DA

Telephone:
01302 736000

Email:
comments&complaints@doncaster.gov.uk

For more information

Write to:
Doncaster Council
PO Box 251
The Council House
College Road
Doncaster
DN1 3DA

Telephone:
01302 736000*

Email:
general.enquiries@doncaster.gov.uk

* Monday to Friday 8.00am - 6.00pm, Saturday 8.00am - 12.00 Noon. For all urgent enquiries outside of these times, please call 01302 341628.

Fact Sheet

• Customer Service Charter