Standards & Performance

Standards

Charnwood Borough Council's Environmental Health Services will:

• Carry out priority assessed inspections of premises in accordance with our priority inspection programme and following inspection take action in line with the principles of the Enforcement Concordat
• Respond to all enquiries and complaints within 3 working days
• Aim to answer telephone calls direct within 10 seconds and within 25 seconds if the call is made via the switchboard. If lines are busy and a message is left we will endeavour to call back within 1 hour or, where appropriate, as soon as possible the next working day
• Answer straightforward enquiries immediately. Other more complicated enquiries will take longer and we will keep you in touch with progress
• Be polite and considerate
• Give you a name when we speak to you
• Give you a business card or show you a warrant if we meet you
• Take all reasonable steps to make our services accessible to everyone including people with special needs

If we fail to meet these standards we will apologise and aim to put things right.

Performance

Between April 2007 and March 2008, 208 enquiries and complaints were received and 99% were responded to within the target time of 3 days. 90% of planned inspections in our priority programme were completed.

We also follow up inspections with a customer satisfaction survey in order to assess successes or shortcomings in our service delivery.