Customer Care
These standards have been adapted from Durham County Council's Service Standards to meet County Durham Sport's needs. Durham County Council's standards have been chosen in consultation with customers and staff, to reflect what is important to them.
We are committed to delivering excellent services to all our customers. This document sets out the standards that you can expect when accessing the services delivered by us.
We will monitor our performance against these standards every year and review them to make sure that they continue to reflect what you want.
We aim to provide services that you can access in a way that is convenient to you, including:
- In person
- By telephone
- In writing
- Email or via our website
- Meeting you in person
Our promise to you:
We will
- Treat you with dignity and respect
- Respond to your enquiries promptly and efficiently
- Be helpful and responsive to your needs
- Communicate clearly and without using jargon
- Ensure our services are accessible and easy to use
- Be polite and professional at all times
- Apologise to you when we get things wrong and tell you when we will put them right
- Involve you when planning the delivery of our services and feedback the changes we have made
- Answer your query or find out the information you have requested as quickly and efficiently as possible
- Make sure everyone can access our services equally
When you phone us we will:
- Wherever possible seek to answer your call within one minute
- Respond politely and tell you the name of the person you are speaking to and the service that you are calling
- Aim to have your service request or complaint satisfactorily resolved by the first person you contact
- Arrange to call you back within 2-3 working days if we can't answer you there and then - and we will call you back
When we meet you we will:
- Contact you to arrange a mutually convenient time for us to visit
- Be on time
- Show identification where appropriate
When you contact us by letter, email or the internet, we will:
- Respond as soon as possible
- If a reply is going to take longer than 10 working days, we will let you know and keep you up to date with progress
- Make sure our responses are clear, accurate and easy to understand and without jargon
- Provide you with contact details of the person dealing with your enquiry
When you submit a complaint, compliment or suggestion we will:
- Respond as soon as possible
- If a reply is going to take longer than 10 working days, we will let you know and keep you up to date with progress
- Actively seek your ideas and feedback, and act upon them in order to improve our services
To protect your confidentiality we will:
- Handle all information you provide to us sensitively and confidentially
- Manage all information in accordance with the Data Protection Act
- Make sure that your information will not be discussed with any unauthorised person
- Ask you to provide only relevant information and explain why we need it