Council service standards

Setting Standards for Local Services

The Council is working hard to deliver high quality services to local residents. We are constantly monitoring what we do and seeking ways of improving our services. One way of doing this is through our service standards. Our standards for customer contact, listed below show we are committed to delivering high standards of customer care across all services.

Each department of the Council also has a set of service standards clearly stating the minimum level of services residents can expect. Our aim is to meet every standard, and where we can, to surpass it. If we fail to meet it, it will be clear to residents and they can challenge our level of performance.

Our Standards for Customer Contact

  • When you contact the Council by telephone

  • We will say [Good Morning/Afternoon East Renfrewshire Council/or Service, person’s name].

  • We will answer your call promptly (usually within 5 rings).

  • We will take clear and concise messages and ensure your message is passed on to the appropriate person.

  • We will not transfer your call unnecessarily.  If transfer is necessary, we will tell the appropriate person what your call is about.

  • We will specify when we will get back to you if we are unable to give you an answer straight away.

  • We will reply to all general correspondence received by the council within 20 working days.

When you contact the Council in person -

We will greet you at our main public reception areas within 5 minutes of your arrival.

We will arrange appropriate translation, interpretation and communication support services for you, on request (e.g. explaining documents, sign language or alternative formats – Braille etc.)

Customer First

We will answer 85% of telephone calls on first presentation to the Contact Centre between the hours of 8am and 6pm.

We will ensure you will not have to wait more than 10 minutes to be seen by a customer service officer on arriving at our Service Centres between the hours of 8am and 6pm.

We will assist you with the completion of any council application form that is presented to our customer service officers within our Service Centres between the hours of 8am and 6pm.

We will copy accurately and authenticate correctly all documentation received by our customer service officers at our Service Centres on behalf of other departments.

If you would like more information about East Renfrewshire Council’s Service Standards then please contact the Policy and Transformation Unit, Tel 0141 577 3075 or email .