Recreation and Heritage Customer Service Charter

Our promise to you

Making people welcome

We will

• be helpful, polite and approachable at all times
• serve you promptly and effectively making our actions clear and keeping you informed
• help you to get the best from our services through well-trained, knowledgeable staff
• provide a welcoming, accessible and safe environment
• treat all customers fairly and with respect. We aim to meet individual needs where possible.
• respect our customers’ personal dignity and confidentiality and meet the requirements of the Data Protection Act

Our services

We will

• use a variety of ways to tell you about our services and about any changes or new developments.
• consult with you, listen to your suggestions, comments and complaints and respond positively where appropriate to improve our services
• set and monitor standards for our service and let you know how we are performing against those standards
• use clear language in all our written communications
• provide an alternative method of making our services available where possible

Respecting others
All we ask is that you show respect for staff, property, and other customers and for the health and safety of yourself and others when using our services.

Accessibility
We are committed to the continuous improvement of services and to providing appropriate access for all through a continued programme of improvements and innovation’.