One of the core values in our Corporate Plan is ‘Putting Customers First’. This means you, the customer, are our top priority and we are committed to continuously improving the services we offer you, now and in the future. We will seek your views, listen to what you say, respond appropriately and let you know how your views have made a difference.
This page explains what standards of service you can expect from West Dunbartonshire Council. If our service falls short of our standards, we will explain what we will do to put it right and how quickly.
When you phone us
- We will answer your call promptly (usually within six rings). If the person you are calling is not available, we will ensure that your call is automatically transferred to someone who can take a message or you can leave a message on voicemail.
- We will give you our name and section name.
- We will give you time to clarify your enquiry
- We will deal with your enquiry right away OR let you know how and when we will deal with your enquiry.
- It would be helpful if you have pen and paper handy and make a note of who you spoke to and when.
When you write to, fax or email us
- We will respond to your correspondence within 10 working days from receipt.
- If more time is required to send a full reply, we will send you an acknowledgement within 5 working days of receipt of your letter. You will get a full reply within 20 working days.
- Some issues may take longer than 20 days to resolve, in which case we will keep you up to date on progress.
- If you e-mail us and we are out of the office, we will give you an alternative e-mail and phone contact.
- We will write to you in plain English answering all your points.
- We will include a name and contact number in all correspondence
When you meet with us
- We will be welcoming and courteous.
- We will wear name badges.
- When we have arranged an appointment with you we will be on time for it. If we are unavoidably delayed, we will let you know as soon as possible and agree an alternative time.
- We will be sensitive to your individual needs.
- We will take all reasonable steps to ensure your privacy and confidentiality.
- We will divert our phones.
- We will take time to listen to you.
- Before you leave, we will check you have a clear understanding of what will happen next and when.
Accessibility
- If you request it, we will write to you in large print, or communicate with you using computer disc or tape.
- If you request it, we will translate documents or summaries of documents into Braille and a number of community languages.
- If you require it we will provide sign language interpreters or community language interpreters.
- All our contact with you will comply with “Communicating Effectively”, the Council’s policy on communicating with people from ethnic minorities and with disabled people. This is available from the Policy Unit, tel. 01389 737231.
Training our employees
We will provide training to our employees to ensure that they are familiar with our customer service standards.
Putting things right
We hope you are happy with the services you have received, but if not please let us know.
- We will try to put things right as quickly as possible.
- We will investigate the issue and let you know the outcome.
- If you are still not satisfied we will tell you how to take the issue further – formal complaints will be dealt with under the Council’s public complaints procedure (leaflets are available in all council offices and on the website). This has defined timescales for responding.
Monitoring our standards
We will monitor and publish our performance against these standards and let you know how well we are meeting them.
Questions or Comments?
If you have any questions or comments on these standards or on your experience of them please contact the Policy Unit.
Our phone number is 01389 737231 and e-mail address is policy.unit@west-dunbarton.gov.uk
Or write to us at:
The Policy Unit
West Dunbartonshire Council
Garshake Road
Dumbarton
G82 3PU
How to contact the Council
- The Council’s main switchboard number is 01389 737000.
- Our Fax number is 01389 737223
- Our website is www.wdcweb.info
- You can email us via webmaster@west-dunbarton.gov.uk
- If you want to write or visit our main address is:
West Dunbartonshire Council
Garshake Road
Dumbarton
G82 3PU
