Issue details

Engagement Standards Update


To approve revised customer service standards which outline the methods of contact and expected response time.  This update is based on increased use of digital contact and introduces new standards including notice period on temporarily closing offices, standard consultation periods and dealing with unreasonable behaviour.  The standards are published on the council website to outline what residents should expect when contacting Herefordshire Council.  Whilst these standards cover general contact with the council there will also be different requirements which will be in legal frameworks (e.g. freedom of information requests) which will be outlined separately.  The standards have been set to realistically balance the council's resources with reasonable response time.

Decision type: Non-key

Decision status: Recommendations Approved

Wards affected: (All Wards);

Notice of proposed decision first published: 30/01/2020

Decision due: 10 February 2020 by Cabinet member health and adult wellbeing

Lead member: Cabinet member health and adult wellbeing

Lead director: Assistant director Corporate Support

Department: Corporate Support Centre

Contact: Natalia Silver, Assistant Director Corporate Support Email: Tel: 01432260732.