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Finance

Service standards

To ensure that you receive an efficient and timely service we set ourselves standards in priority areas.

The following are areas of work which we monitor on a regular basis to ensure both timescales and quality of performance are met.

Area of work

Description

Service standard

Written correspondence

   

Items of correspondence received and requiring a reply

Acknowledged within five working days.
Full response or update within 15 working days

Email correspondence

email received and requiring a reply

    

Acknowledged within five working days.
Full response or update within 15 working days

Complaints

Complaints are used positively to review and amend our procedures

Acknowledged within five working days.
Full response or update within 15 working days of receiving your letter

Telephone calls

Calls answered during office open hours.
Customer telephone lines are available from 8.30am to 5.00pm Monday to Thursday and from 8.30am to 4.30pm on Friday

Calls answered by a person or by the call sequencer within five rings

We also monitor our standards by asking people who use our service to provide us with feedback.