Our commitment to you
We want to provide excellent customer service to everyone in Coventry. This Customer Charter will let you know what you can expect from us when receiving our services, and what we expect from you.
Treating you fairly, we will:
- Be helpful, polite and treat you fairly and with respect.
- Be understanding of your situation.
- Follow procedures correctly.
- Tell you what to do next if you are not satisfied with how you have been treated.
- Protect your personal information.
Keeping you informed, we will:
- Give you clear information about the right people to help you.
- Talk to you in plain language, without jargon.
- Provide up to date information on our website.
- Update you with any progress on requests and complaints.
Getting it right, we will:
- Keep your personal information safe.
- Apologise if we make a mistake and act to put it right.
- Make it easy for you to tell us if we get something wrong.
- Improve our services by listening to our customers.
Making access easier, we will:
- Develop services with your help, which meet your needs.
- Make our website accessible to everyone.
- Increase our online services for you to use at a time that suits you.
- Be clear about the different ways you can contact us.
What we would like from you:
- Respect our employees.
- Tell us what you think of our services in a constructive way.
- Attend appointments and let us know if you need to cancel.
- Use our website [https://www.coventry.gov.uk] and your Coventry City Council account to get the services and information you need.
We value feedback as an opportunity to improve the way in which we deliver our services. Please use our Customer feedback form [https://myaccount.coventry.gov.uk/service/Regulatory_Services___Customer_feedback]to support this.