Service Promise

• We will aim to answer all telephone calls within 5 rings.
• When we answer the telephone our staff will give their names and the name of their service unit or team.
• If we need to transfer you to another part of the Council, we will first give the name of the section, and phone number in case you get cut off and need to ring back.
• We aim to respond to any messages that are left on an answering machine within one working day.

• All written communications will be typed. Letters will be written in everyday English and include the name and telephone number of the person dealing with the enquiry.
• We will aim to answer your letter within 10 working days of receipt. If a full reply is not possible within that time, an acknowledgement letter will be sent stating that the matter is receiving attention and giving the name of the officer who will be responding.
• For customers with a visual impairment we can provide taped information and for the deaf or hard of hearing we have a minicom and loop facilities.
• We aim to reply to e-mails within 4 working days from receipt.

Appointments

• We aim to make interview appointments within 7 working days.
• Emergency cases will be seen on the same day.

Home Visits

• Home visits will be made in line with the procedures for the above but no one should wait more than 10 working days for a visit.

All our staff carry an identity card and this should be shown when calling at your home. The card shows the officer's photograph, name and title. Please ask to see it and do not let anyone in who is unable to provide this means of identification. If you have any doubts or concerns please call 01202 633805.

Your Information

If you have the right to see information kept on file about you or your family you can view it at the Civic Centre and to ask for any inaccurate information to be corrected or removed. We would ask you to make an appointment to view information. If you require a copy of this information a charge will be made.

If You Are Not Satisfied

Complaints about our service or staff will be accepted in writing, in person, on the telephone and where appropriate by e-mail and will be acknowledged within 4 working days.

Your complaint will be investigated and you will receive a full response or a progress update in writing within 10 working days of us receiving the complaint.

If you are not satisfied with the reply you have the right to appeal to a more senior officer. Full details of all the Councils complaints procedure and the Local Governments Ombudsman Service are available from the Council offices.

Your promise to us

We would expect that you will not act in an abusive, either physical or verbal, way or be under the influence of alcohol or drugs if we are to provide a service to you. We will ensure that anyone we deal with is treated with respect and courtesy, in return we ask our customers to treat staff with the same respect and courtesy.

If you feel that the service promises listed in this leaflet are not met you should write to:

The Complaints Officer,Housing and Community Services, Civic Centre, Poole, BH15 2RU

email comments.housingandcommunity@poole.gov.uk