Introduction
We are committed to delivering high-quality, accessible, and continuously improving services for everyone in our community.
This Charter sets out what you can expect from us and what we need from you to ensure the best possible experience whenever you contact us. We support this Charter with staff training and clear guidance to make sure our standards are always met.
Our commitment to you
We will:
- put you first
- keep our promises
- treat you fairly, respectfully, and as an individual
- make sure you can access the services you need
- listen to your feedback and concerns.
Keeping you informed
We will:
- clearly explain what we need from you and what happens next
- use your preferred way of communication whenever possible
- keep you updated at key stages of your enquiry, explaining any actions we are taking, any information we may need from you, and the reasons behind our decisions, so you feel informed and supported from start to finish
- triage your enquiry if you contact us using an online form and we will keep you updated throughout the process
- keep our information accurate and up to date as part of our ongoing commitment to you, so you can rely on the guidance and service details we provide
- point you to the right person if we cannot help at the first point of contact
- share important updates and changes with you.
Getting it right
We will:
- aim to get things right the first time.
- respect your privacy and keep your information safe.
- offer services tailored to your needs.
- apologise and fix things quickly if we make a mistake. View how to make a formal complaint
- actively encourage your feedback, including compliments, comments, and suggestions, so we can recognise what we’re doing well and continue to improve our services.
- make it easy for you to share your experience with us through our feedback options.
Easy access
We will:
- make our online services simple and helpful
- offer different ways for you to contact us
- use clear, plain language
- provide information in other languages and formats if you need them
- provide support to access our services if you cannot get online.
What we need from you
To provide you with the best service and to keep you updated, we ask that you:
- provide all relevant information at your first point of contact
- keep your contact details up to date
- respond promptly to our requests for information
- treat our staff with respect and courtesy
- let us know as soon as possible if your circumstances change
- create an online account to access our services quickly and securely
- sign up for our newsletter to stay informed about updates, service changes, and helpful information.
Best way to contact us
- our online services at southribble.gov.uk are available 24 hours a day, 7 days a week. They are designed to provide you with quick and easy access to the information and support you need
- by using our website, you can resolve queries whenever it suits you, avoid unnecessary waiting times, and allow us to dedicate more time to assisting customers who need extra help in accessing our services
- we will continue to provide other methods of contact for our customers who are unable to use online services or prefer not to.
Face to face and self-service options
- you can drop in to see us anytime during our opening hours, Monday to Friday, 9am to 5pm (excluding bank holidays)
- we prioritise face to face appointments, for our customers who need our help the most and for those who cannot get online
- if you drop in without an appointment, we aim to see you within 15 minutes, but we will tell you if your wait time is likely to be longer
- if you have an appointment, we aim to see you at your appointment time. If your appointment is delayed by more than 10 minutes, we will give you an explanation
- all appointments are held in private booths ensuring confidentiality and accessibility
- to book an appointment at a time that suits you from Monday to Friday, 9am to 5pm (excluding bank holidays), please visit our website at southribble.gov.uk, call us on 01772 625625 or speak to a member of staff at our reception
- for many enquiries and services, our self-service options offer a fast and convenient way to get the information you need, with assistance on hand from a member of our staff if needed.
Other ways to contact us
- Telephone 01772 625625 Monday to Friday, 9am–5pm (excluding bank holidays). We aim to answer your call within 5 minutes, though this may vary during busy times
- Web chat at southribble.gov.uk. We aim to respond to your first message within 2 minutes
- Social media. We aim to respond with 1 working day
Facebook - South Ribble Borough Council
Instagram - South Ribble Borough Council
LinkedIn - South Ribble Borough Council
Other policies
This Charter operates alongside other key policies including:
- our Feedback Policy sets out our approach to complaints, comments, and feedback
- our Fair Collection Charter ensures fairness and sensitivity in collecting money due to help us pay for the services we deliver
- our policy for managing unreasonable customer behaviour sets out how we will manage customer behaviour that is aggressive, abusive, or unreasonably persistent, and has significant resource issues for the council.