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You are here: Home > Your Council > Council performance and plans > Customer charter
Customer charter
Our commitment to you and what you can expect from us.
Contact Us
Tel: 01273 471600
, Minicom: 01273 484488,
Email: lewesdc@lewes.gov.uk
You can visit us at:
32 High Street, Lewes, East Sussex, BN7 2LX
Maps: Maps of the Lewes District
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 Our commitment to customers
- To provide good value, efficient and effective services to all our customers
- To provide services that everyone can use and ensure our premises and information are as accessible as possible
- To ensure our premises are clean, comfortable, smoke-free and well signposted
- To treat everyone fairly, respect each person’s privacy, dignity and religious and cultural beliefs
- To be open, honest and accountable for our actions
- To consult and listen to customers
- To strive for continuous improvement in our services and processes
Our staff will
- Be helpful, polite and professional when dealing with customers
- Wear identity/name badges when dealing with customers
- Provide a private interview room if requested
- Arrange a convenient date and time for visits, meetings and appointments
- Show you an official ID badge without being asked if they need to make a home visit
- Try to deal with your enquiry or complaint straight away. If the person you need to speak to is unavailable they will contact you as soon as possible
- Answer the phone within 20 seconds and return phone messages within 1 working day
- When we need to use answer phones messages will be checked regularly
- Answer your letter, fax or email within 7 working days using Plain English and avoiding jargon. If the response is likely to take longer an acknowledgement will be sent confirming when you can expect a reply
- Respond to Freedom of Information requests within 20 working days
Our information will
When you make a complaint we will
- Publish our complaints procedure on the website and in leaflets available from our reception areas
- Apologise if we have made a mistake and do our best to put things right as quickly as possible
- Investigate complaints thoroughly and let you know the outcome
- Respond to complaints referred to a head of service within 20 working days
Help us to help you
- Be polite in dealing with our staff. We will not tolerate abusive language or violent behaviour towards them
- Give us all the information we need to deal with your request
- Let us know in advance if you need to cancel an appointment
- Let us know in advance if you need a signer or interpreter
- Tell us immediately if you are unhappy with a service, giving as much detail as possible
- Give us ideas, comments and suggestions
- Help us to care for our environment
- Comply with our Health and Safety regulations which are there to protect you
This information is available in a separate leaflet available from our main reception points. To request a copy please contact us on 01273 484141 or email lewesdc@lewes.gov.uk
Relevant Documents
The following PDF document shows the Customer charter leaflet which explains our commitment and what you can expect from us
 Customer charter (131.28kb, coun_customercharter.pdf)
The following Word document shows the Customer charter leaflet which explains our commitment and what you can expect from us
 Customer charter (46.50kb, coun_customercharter.doc)
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