Comhairle nan Eilean Siar
Customer Care Standards
A key part of the Comhairle’s service to you, our customer, is to provide services that get it right first time.
This includes a commitment to publish, implement and monitor the customer care standards we aspire to. Service managers have the responsibility for working towards these standards in their own service areas.
These are a demonstrable commitment to you by Comhairle nan Eilean Siar regarding what you can expect from us. So, whichever way you want to get in touch with us, you know you can and will receive excellent customer service, first time, every time.
Face to face
When you visit our offices you can expect our reception staff to:
1. Wear name badges and be welcoming, polite and helpful.
2. Attending to your query within ten minutes or provide an explanation for any delay.
3. Keep to pre-arranged appointment times and let you know in good time if appointments are running late or have to be rearranged.
4. Provide you with accurate up to date information.
You can expect our service access points to:
1. Be accessible, clean, tidy and welcoming with clearly displayed opening hours.
2. Provide consistent, up to date information on council services.
3. Provide public access to the internet where practicable.
When we visit you at home you can expect that:
1. Visiting staff will identify themselves to you with their comhairle photo identity badge.
2. We will inform you where an appointment is running late or has to be cancelled.
3. We will inform you of the actions resulting from the visit and timescales.
4. We will give you a clear explanation of the nature of a visit that is made without a prior appointment.
Correspondence (including email)
1. When writing to us you can expect a full reply to your letter or email within ten working days or a progress report with timescales.
2. To be provided with the name and contact details of the staff member responsible for dealing with your query.
Telephone
1. We will answer your calls within ten rings.
2. We will greet and give our name and service area.
3. When we pass your enquiry to a specialist, we will pass on your personal details and the nature of your query so that you do not have to repeat it to another person.
Complaints
1. If we fail you on any of the previous standards and you wish to make a complaint, you can expect:
2. Respect for your opinions and empathy for your views.
3. An acknowledgement receipt within three working days.
4. A full reply in ten working days, or details of progress and timescales for a further response.
A poster outlining these Standards in English and Gaelic (PDF, 1.5M) is available to download.
How to obtain further information
If you would like to know more about the Comhairle’s customer service strategy please visit our service access point at Stornoway Town Hall.
