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Redcar & Cleveland
Borough Council

Our Top 10 Customer Care Commitments

Customer Care CommitmentsProviding a first class customer service and meeting the needs and aspirations of our citizens is central to everything we do.

Our Top 10 Customer Care Commitments and Customer Service Standards have been developed following consultation with a number of focus groups made up of residents that live within the Redcar and Cleveland borough. Our staff and councillors are committed to improving services to you and providing good customer service when you contact the Council.

Your guide to our Customer Services Standards is available here

Our Top 10 Customer Care Commitments to you are:
  1. Treat you with dignity and respect
  2. Go the extra mile
  3. Welcome you with a smile and greeting and be professional at all times
  4. Be helpful and responsive to your needs
  5. Ensure our services are accessible and easy to use
  6. Listen to you and provide feedback to you
  7. Communicate clearly and provide information suited to your needs
  8. Involve you in the planning and delivery of our services
  9. Apologise when we get things wrong
  10. Promote equal access to services at all times

When we do not meet your expectations we will investigate your complaint or concern thoroughly and fairly. We will say sorry when we get things wrong and do our best to put things right and look at ways to improve our services.

Your views and suggestions for service improvement would be welcomed, please submit your suggestions by contacting Customer Services at

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