Bassetlaw Customer Standards
We want to ensure that our residents and customers receive effective customer service that is accessible and efficient for all.
Our Values
Together, we can do more - We work together, and with partners and the community, to improve the lives of Bassetlaw residents and businesses.
Everyone counts - We make sure no one is excluded, discriminated against or left behind. We understand that some people may need more help to access services.
Open and Honest - We provide easy to access information and respond in a timely manner. We listen and are respectful and clear about why we have made a decision. We take accountability when we get things wrong and if we can’t help, we explain why and tell you who might.
Aspirational - We aim to be innovative and ambitious, creating opportunities for residents and businesses of Bassetlaw to succeed.
Service Excellence - We aim to provide you with high quality services by ensuring all our staff have the right information, qualifications and competencies to excel in their role.
Online Services
Our online services are the quickest, easiest and most convenient way for you to do business with us.
We will:
- ensure our online services are an effective first choice to access our services.
- provide online services that are easy to use, secure, quick and reliable,
- Provide My Account - our quick and easy online system putting you in control of your council accounts, wherever you are. It’s a safe and flexible way to access our services. To register go to: https://selfservice.bassetlaw.gov.uk/Login
Website
We will:
- Ensure we clearly signpost where you can submit applications, make service requests, report problems and make comments and complaints.
- Ensure our online services meet accessibility standards and are simple to use.
- Operate secure online services, where your personal data is safe whether you visit our website for 24-hour services or use self-serve machines in our buildings.
- Continually use your feedback to review and improve our online services to meet your needs.
When you contact us by email, letter, SMS, text, or via our website
We will aim to reply fully within 10 working days.
If we are experiencing high volumes of work or your enquiry requires more detailed research before it can be fully answered, we will let you know you can expect to hear from us. We will use plain language and avoid the use of jargon, and explain any complex or technical terms. We will also make any reasonable adjustments where appropriate to do so.
Social Media
We may not be able to reply to every comment received through our social media channels such as Facebook, X etc, however we will either sign post or pass on your comments where appropriate to do so.
Requests for service or when you would like a direct response should be made through our other access channels not social media.
Phone
Our phone lines are open 9:00am - 5:00pm, Monday - Friday: 01909 533 533.
Housing Repairs Call Centre (0800 590 542) - The lines are open 8:00am - 5:00pm, Monday - Friday. You can call this number anytime, but between 5:00pm and 8:00am, and during weekends and bank holidays, we only respond to emergencies.
We aim to answer calls within 5 minutes.
At busy times your call may be placed in a queue. If the line is engaged, or the officer is not available or if the waiting time exceeds 10 minutes your call will go to voicemail and you will be able to leave a message. Out of office messages will be updated regularly advising when a member of staff will be available.
If you need to visit us
Our Customer Service Centres at Worksop and Retford are open Monday - Friday, 9:00am - 5:00pm.
Harworth is open 9:00am - 1:00pm every Tuesday, Wednesday, and Thursday.
We recognise that some customers prefer to see people face to face. Our customer service team will be available to help with general enquiries. At Worksop Housing Needs staff will also be available. If you wish to see a member of staff from other services you will need to make an appointment in advance.
Contact customer.services@bassetlaw.gov.uk or 01909 533533 and they will arrange for you to be contacted to make an appointment.
Reception areas will be well sign posted, accessible, clean, tidy and comfortable Assistance dogs are permitted within the building.
If you wish to talk to us confidentially, we have private interview facilities are available on request.
Visits to a customers' home or property
For some services, we can offer a home visit for customers that find it difficult to leave their own home, in addition to visits for routine services such as repairs. We will make an appointment and keep to it or contact the customer if we are delayed. However, there are some cases when this is not practical or appropriate and we will clearly explain our reasons for visiting. On arrival, we will show an identification card. Wherever possible, we will let the customer know what follow-up action they can expect.
Customer Feedback
We always welcome your feedback, we want to know if we have done something well, or if there are issues that require our attention Please contact us so we can appropriately route your enquiry at: Customer.services@bassetlaw.gov.uk. If you wish to make a complaint you can find details of how to do so on our website.
If you wish to make a complaint you can find details of how to do so on our website.
Last Updated on Wednesday, July 17, 2024