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Council performance, statistics and spending

Customer care standards

A streamlined set of Customer Care Standards detailing the minimum level of service customers can expect when contacting us.

The customer care standards show our ongoing commitment to providing high quality, efficient responses consistently to all our customers.

When reviewing the standards we consulted with residents on what they would like to see, and also with key council employees with experience in responding to a wide range of customer enquiries - we wanted to check what was achievable and the new Customer Care Standards reflect this.

If you have any feedback or suggestions for the team please contact:

Policy and Improvement
Tel: 0141 577 3660

So what are the customer care standards?

Customer Care Standards
Contact methodStandards for response
In writing (by email or letter)
  • We will respond within 5 working days (either to answer your query or to inform you when a full response will be given).
By telephone
  • We will answer your calls within 20 seconds (7 rings approximately).
  • We will say "Good morning/afternoon, East Renfrewshire Council/or service, person's name" when answering your call.
By social media
  • We will display the hours all social media accounts are monitored and the Council's approved house rules.
  • We will respond within 5 working days (either to signpost you to where you should ask your query, answer this or to let you know when a full response will be given).
In person
  • We will greet you at our main public reception areas within ten minutes of your arrival.
  • All employees will wear an identification badge and/or council uniform at all times.
  • We will help you to complete forms when appropriate.
  • We will respect your privacy and arrange a private location for you, if you ask for one.
Plus (for all)...
  • If we are unable to give you an answer straight away.
  • We will specify when we will get back to you, and get back when we say we will.
When you make a complaint...
  • If we are unable to resolve your complaint at first point of contact we will respond within five working days.
  • For more complex complaints requiring investigation, we will respond within 20 working days.

When do the standards not apply?

These do not apply where other established statutory timescales exist, for example HSCP complaints. However, this should be rare (e.g. when they are statutory).

How are the standards monitored?

We want to check that our performance meets our promises. The monitoring of performance against these standards is primarily through mystery shopping. How well services perform on meeting the standards is reported to senior managers and elected members.  

A mystery shopping exercise was carried out by Craigforth Consultants in March 2016 to assess how well we've been delivering our Customer Care Standards.  It found very high compliance with the standards and exceptional customer experience.  You can read a summary of the report findings here: pdf icon Customer Care Standards - Mystery Shopping Summary Report 2016 [504kb]

The customer care standards are available for download as an A4 poster:  pdf icon Customer Care Standards poster [1Mb]

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