Our vision

Customers are at the heart of everything we do

Building and a sign for Hinckley Hub reception and entrance

We aim to deliver excellence by putting our customers at the heart of everything we do.

We will strive to provide a fair and consistently high quality, responsive service that is accessible, satisfies our customer’s needs whilst ensuring value for money services. We will aim to ensure that our workforce is representative of the community we serve, enabling staff to fully understand the needs of the customer and to offer an empathetic and informed service. We will work to achieve this through our front line services, working with partners and support services to ensure a consistent approach across all organisations.

What you can expect from us

We will:

  • Provide information in appropriate accessible formats (Braille, sign language and assisted services)
  • Treat you as an individual and respect your confidentiality
  • Help you or find someone who can help you
  • Actively seek your opinion about how we deliver our services to you and learn from what you tell us to continually improve our services
  • Recruit staff with the skills for delivering quality customer service and embed excellent customer service as a key belief
  • Provide realistic timescales and keep you informed at every stage
  • Aim to resolve the majority of customer enquiries at first point of contact reducing the need for repeat contact and delays
  • Ensure an appropriate person sees you or if the person is not available, arrange an appointment with an appropriate person
  • Respond to all written correspondence or complaints (emails, faxes and letters) within specific organisation guidelines
  • Keep information secure whilst allowing appropriate access to enable services to be provided efficiently
  • Provide updates on the internet regarding services
  • Provide you with your preferred method of communication wherever possible
  • Treat you fairly and not discriminate regardless of your personal circumstances based on your age, disability, gender reassignment, pregnancy and maternity, race, religion or belief, sex and sexual orientation

What you can do to help us

You can:

  • Provide clear information to us as soon as possible
  • Bring in documents promptly, if we ask you to
  • Show respect to our staff by not using abusive language or threatening or aggressive behaviour
  • Be considerate and polite to other customers
  • Advise us of any complaints so we can work quickly to resolve them
  • Suggest any improvements to our service you think we should consider

Quality of service

We will:

  • Work collaboratively with our partners to offer you a better service
  • Continue to monitor our performance
  • Aim to provide a service at the first point of contact wherever possible

Our future commitment

We will:

  • Work to understand our customers and their needs
  • Train our staff to tailor our services for you providing a choice that reflects your needs
  • Work to deliver services for all customers including those customers who are hard to reach, disadvantaged people and vulnerable groups
  • Work to identify and reach people who are unaware of the services available to them and any entitlements that they may have
  • Aim to deliver services consistently regardless of contact method
  • Listen to our customers and use this information to understand the different needs of the customer and to drive quality and improved services
  • Work to recognise that our customers want to contact us in different ways for different purposes at different times
  • Increase the functions of our websites, ensuring as much as possible websites are compatible with mobile technology
  • Offer communication via social media such as twitter and facebook where appropriate

We will use the resources we have available to understand the needs of the customer.

The review of our charter will focus on the community needs in the co-location of services within the Hinckley Hub.

Last updated: ‎27‎/‎03‎/‎2019‎ ‎15‎:‎21‎

Logos: Hinckley & Bosworth Borough Council, Job centre plus, Citizens advice bureau, Leicestershire County Council