Our service standards
Guide to Council Service Standards[pdf - 707kb]
Listening and responding to you is one of the most effective ways of improving services.
This guide describes our service standards - what you can expect from South Tyneside Council.
Our approach
Everything we do is about ensuring a better future for the people of South Tyneside. This means providing services of the highest quality. It also needs everyone to know what can be expected.
Our approach is based on the council's core values. These support all our actions as a council and how we will work with you.
Our values
Integrity - we will do the right thing whatever the circumstances
A good relationship needs to be built on mutual trust; it is crucial that we are seen to be open and transparent when you contact us. We will clearly explain what we will do, when and how so you know what the next stage is. We will clearly explain decisions to you and treat everyone fairly.
Valuing People - we will respect everyone and appreciate their diversity
Everything the council does is about improving people's lives and we recognise the importance of treating people with respect, dignity and understanding. We will provide our services, where appropriate and possible, in a way that meets the specific needs of each in a way that is fair to all and improves equal access to our services. We will ask you for feedback on our services, listen to your answers and let you know how our services have changed because of this.
Excellence - we will strive for continuous improvement
South Tyneside Council is committed to providing high quality services that meet the needs of all of our customers, citizens, service users and visitors. Our services will be of a high standard, value for money, accessible and appropriate.
Written communication
- When we write to you (including emails) we will tell you who is responsible for your query, their contact details (including direct line number, email address and fax number) and where in the council they work.
- We will use 'Plain English' and make sure that information is available in other formats if requested.
Telephone communication
- We will answer all calls promptly and will deal with your query in as few calls as possible.
- We will greet you in a friendly manner, giving our name and team.
- If the person you are trying to contact is unavailable we will let you know when they will be back and either take a message or transfer you to an appropriate colleague.
When you visit us
- We will greet you within five minutes and let you know when you will be seen.
- Our reception areas will be accessible, clearly signposted and clean. Our reception staff will be clearly identified, helpful and polite.
When we visit you
- If we are going to miss an appointment we will let you know as soon as possible.
- We will carry identification and show it to you straight away.
- We will explain who we are and the purpose of the visit.
- We will let you know what will happen next as a result of our visit and when.
- We will call vulnerable customers at least one hour before our arrival time to confirm when we will arrive.
