Customer Charter

Solihull Council - our promise to you

Open

• We will be fair in the way we deliver our service and treat all members of the community as individuals, recognising their differences.
• We will keep you informed about the services we provide.
• We will deliver services in a way that gives good value for money.
• We will work with all communities and partner agencies to improve our services.
• We aim to get things right the first time.
• We will listen to you and actively seek your views about our services.
• We will use this information to shape our services.

Honest

• We’ll be honest about what the council can do and what it can’t.
• We will admit when we have made a mistake and do our best to put things right.
• We will not keep you waiting without an explanation.

Approachable

• We will embrace, promote and value the diversity of our customers and all communities, adapting our services appropriately.
• We will make our services easy to use, giving you choices whenever possible.
• We will understand our services and know how to help you.
• We will provide welcoming and effective services, resolving your enquiry first time where possible.
• We will provide easy to understand accurate information.

Keeping our promises

• We aim to keep our promises but sometimes things go wrong so if we can’t keep the promise we will let you know why and how we can put things right.
• We will keep appointments and if we can’t we will let you know why and arrange another one.
• We will aim to do what we promise to do, on time.
• When you make contact with us regardless of the way you choose we will respond promptly following our customer standards.