Customer charter

Solihull Connect logo

Our promise to you

In being ‘Open’ we will:

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

In being ‘Honest’ we will:

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

In being ‘Approachable’ we will:

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

In ‘Keeping our promises’ we will

  • 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
  • keep appointments and if we can’t we will let you know why and arrange another one
  • aim to do what we promise to do, on time
  • respond promptly following our customer standards when you make contact with us regardless of how you make contact

Live Chat

graphic which links to our Live Chat service


Is this information helpful?

Tell us how we can improve this page

Contact us

This site uses cookies to help deliver an engaging user experience.
To learn more about what cookies are and how to manage them visit