Customer Charter

We are committed to providing the highest standard of customer care regardless of how you choose to contact us. Our customer service standards in the Customer Charter set out the service standards that we are aspiring to achieve. The standards explain what you can expect, when you contact us and how we can help each other.

We want to be an organisation that is:

  • Courteous, helpful, open and easy to contact
  • Professional in our approach, taking pride in what we do
  • Well informed, so that we can give customers the right information
  • Committed to a ‘one council approach' when delivering services
  • Effective in listening and understanding different customer needs
  • Striving to continuously improve and engage with our customers to do so

Whenever you contact South Staffordshire Council, we will…

  • Listen to you and try to resolve your enquiry at the first point of contact wherever possible
  • Use clear and plain English in a format that is easy to understand
  • Always wear an identity/name badge or tell you who you are speaking to
  • Apologise if things go wrong and do our best to put them right
  • Treat you fairly, respect your confidentiality and not discriminate against you

When you phone us, we will…

  • Aim to answer the phone in 30 seconds or less*
  • Greet you politely and clearly, tell you who you are speaking to and the name of the department
  • Avoid using voicemail messaging, wherever possible. If they are used, we will respond to messages by the next working day
  • Aim to put you through to the right person first time should we need to transfer your call
  • When transferring your call we will pass on your name and the details of your query so that you don't have to repeat yourself

* Please note the Customer Services Centre aims to capture 95% of calls offered, 70% of which to be answered in 30 seconds or less. This may take longer in peak times but we will always endeavour to do our best

When you visit us, we will…

  • Create a welcoming atmosphere in our reception areas providing disabled accessibility and hearing loop facilities
  • Aim to see you within ten minutes of waiting. If you have to wait longer than this, we will explain why
  • Offer you a private interview booth or area if your issues are confidential or sensitive
  • Ensure that all staff wear named identity badges so you know who you are dealing with at all times
  • Provide help with language signing and language interpretation, if you let us know in advance
  • Ensure that leaflets are kept up to date and opening times are clearly displayed

When you email or write to us, we will…

  • Aim to acknowledge emails that need a response within one working day of receipt and within three working days if you send us a letter
  • Send you an automatic reply if you email the general email address ( so you know we have received it
  • Tell you if your email or letter needs to be sent to a specialist department or person to better respond to your enquiry
  • Send a full response to any email or letters within ten working days of receipt. If the request is complicated and requires more time we will tell you
  • Provide you with contact details, including name, address and telephone, for the person dealing with your enquiry
  • Write clearly and use plain English when responding to you

* excludes freedom of information requests, these will be responded to within 20 days of receipt

When we visit you we will…

  • Offer you a choice of appointments where possible
  • Be on time and if we are running late we will make contact and let you know
  • Always show identification and treat your premises with respect
  • Contact you if we need to cancel an appointment, tell you why we need to cancel and arrange a convenient alternative

You can help us by…

  • Treating our staff with respect and courtesy
  • Providing us with the information we may need to help you and letting us know about any changes in circumstances so we can provide you with the right service
  • Letting us know if you need a language signer or interpreter in advance
  • Keeping an appointment with us, or let us know as soon as possible that you wish to cancel or re-arrange


Get in touch


South Staffs Council

Wolverhampton Road, Codsall

South Staffordshire


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Office Opening Times


08:30 - 17:00



08:45 - 17:00


We are closed on weekends

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