Customer service

Customer service standards

A quick guide to the level of service you can expect from Oxfordshire County Council.

Our commitments

• We will use our customer service commitments to guide the way we work.
• We will ask for permission to collect and share your information within the council, and keep information about you as accurate and up to date as possible, with your help. If the information we collect is personal data, we will comply with the Data Protection Act.
• We will consult with you regularly, welcome your involvement, take your views into account and provide feedback.
• We will ensure that all documents are written in plain English.

When you telephone us

• We will answer our main contact numbers as quickly as we can. We aim to answer at least 80% of calls within 20 seconds. We aim to improve how quickly we answer calls, and we will publish detailed statistics for our main publicised numbers.
• We will use technology to ensure your call is directed to the advisor with the best skills to help you, and will avoid using unnecessary 'menus' of options.
• Staff will give their names and department/ service area when answering the telephone.  
• If we pass your enquiry on to another department, we will pass on your details and the nature of your query so that you do not have to repeat it to another person.
• If we have to transfer your call, wherever possible we will transfer you to a person not a voicemail.
• We aim to answer telephones and avoid the use of voicemail.  Where voicemail is used staff will respond to messages in 24 hours, will leave a greeting to indicate when they are away from the office and an alternative contact person.
• We will continuously review the opening hours of the Customer Service Centre in order to respond to customer demand for out-of-hours services or extended opening hours.

When you write to us

• We will acknowledge all letters and faxed messages within five working days of receipt.  A full response will usually be given within ten working days. If this is not possible we will let you know when you may expect a reply.
• Acknowledgements to emails and contact via social media channels will be made within two working days with a full response within ten working days.
• Replies will include contact information a named member of staff and will use a 12 point sans serif font e.g. Arial.

When you use our website

• We will have an accessible and useable website, with up to date information. We will make it easy for you to find what you want on the website.
• We will continually work to improve technology to enable you make payments, complete forms and make bookings online.

When you visit us

• We will keep offices open and available to the public from 9.00am - 5.00pm Monday to Thursday and 9.00am until 4.00pm Fridays (currently under review).
• Our staff will wear a name badge.
• Reception staff will greet you promptly. If the person you need to see is not available, you will be contacted within the next working day to arrange an appointment.
• If you have an appointment with us we will do our best to see you at the appointed time, but if we are delayed we will explain why, tell you how long you may have to wait and give you the option of making an appointment for another day and time.
• All reception areas will be clearly signposted and will include a seated waiting area for customers and private interview facilities.

If you have particular requirements

• We aim to meet the particular requirements of all our customers including those with physical and learning disabilities and impairments, those whose first language is not English, and those with any other diversity requirements.
• We will provide an interpretation service for customers whose first language is not English, by arrangement.
• We will ensure that alternative formats of written documents are available on request, including other languages, large print, Braille, audiocassette, CD, EasyRead or email.
• We will provide hearing enhancement systems in the main county council buildings, including reception areas.
• We will ensure that all reception areas in main county council buildings are accessible to customers with mobility requirements and we aim that 90% of our buildings (excluding schools) will be accessible by 2015.

If we visit you at home

• We will inform you when we are running late for an appointment or if an appointment has to be cancelled.
• We will let you know what we will do as a result of the visit and the timescales.
• If we visit you without a prior appointment, we will provide a clear explanation of why we are visiting you.

Occasionally, a service may not be able to meet the targets set out above (for example where there is a seasonal peak of requests for information). We will tell you if this is the case.  

If we fail to meet your expectations

• The council values complaints as an opportunity to improve the way we serve the people of Oxfordshire.
• We have a Oxfordshire County Council Complaints Policy (pdf format, 53 KB). This states that when we receive your complaint we will acknowledge it in writing within five working days and say how we propose to resolve it. After investigating your complaint we will normally give you a response within ten working days of our acknowledgement.
• If you are not satisfied with the outcome after the Initial Review, you should let us know why within 28 days. We will acknowledge your concerns within five working days. We will then make a further investigation and reply, normally within 20 working days of our acknowledgement.

What we expect from you

• Oxfordshire County Council pledges to treat its customers fairly and honestly, with dignity and respect. Our staff have the right to receive the same respect in return.
• We will not tolerate the use of physical or verbal violence in any form, including the use of foul and abusive language against our staff.  We will consider withdrawing services from customers if they abuse our staff and we will support staff who wish to pursue legal action where it is appropriate.

Customer Service Strategy 2010 - 2013

• Customer Service Strategy (pdf format, 102 KB)

Consultation

The council consults widely, in a variety of different ways, to ensure it understands the needs and views of local communities. Visit the consultation pages to find out how we consult in Oxfordshire.