Levels of Standards and Service

Our commitment to customer service


  • carry out routine programmed health and safety inspections
  • investigate complaints of workplace noise, smell and drainage problems arising from premises for which we have health and safety enforcement responsibility
  • provide advice and information
  • take action (formal and informal) to ensure compliance with legislation
  • investigate reported workplace accidents
  • promote good health and safety practice within workplaces
  • seek to join in partnerships with businesses
  • investigate complaints regarding health and safety and associated issues
  • investigate complaints relating to smoking in enclosed and substantially enclosed public areas.

Enforcement policy

We implement a Health & Safety Enforcement Policy to ensure that we enforce the law in a fair and consistent manner and make informed decisions as to appropriate enforcement action.


Standards of customer service

We will:
  • respond to requests for advice or information within 5 working days and keep you informed
  • send correspondence following an inspection within 10 working days (5 days for a statutory notice)
  • respond to complaints within 2 working days and try to investigate the same day where the complaint is of a serious nature
  • tell you if we cannot help, explain why and direct you to someone who may be able to help
  • admit when we have made a mistake, and do our best to put things right
  • provide a courteous and helpful service
  • ensure our staff are trained and competent to provide an effective service
  • introduce ourselves and name the service when we answer the telephone or meet you
  • on average answer all telephone calls within 5 rings (this may at times be a recorded message)
  • reply to all letters within 10 working days of receipt
  • act with integrity, sensitivity and respect
  • be open, fair and consistent
  • use plain language

If things go wrong
We have a commitment to put things right as quickly as possible and will respond to complaints in accordance with the Councils Complaints Procedure.

If you are unhappy with the service you have received, please contact:

Gary Flynn
Assistant Director Operations
Tel: (01642) 774 774
E mail: gary.flynn@redcar-cleveland.gov.uk

You can help us

Your comments, suggestions or criticisms on how our service is performing are welcomed. They will help us shape our future plans and actions and help us improve the service we provide.

If you receive a Customer Satisfaction Survey Questionnaire from us please take the time to complete and return it in the envelope provided. We will review our standards in consultation with those who use or are subject to the Health & Safety Service.

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