Customer charter - service standards and performance
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Customer service standards and feedback

As part of our commitment to customer service, we will publish information about the Environmental Health and Housing Service's performance.

Customer satisfaction

We send surveys to people who have received a service from us. It is important that we review the level of customer satisfaction to ensure we are providing a high level of service and also review feedback to ensure we are providing the services people want, when they want them and to the correct standard (see service standards below).

It is also important to learn from our mistakes where a complaint has proven to be justified following investigation. The comments and suggestions tracker (pdf 64 kB) PDF logo highlights where we have responded to feedback positively to improve the service for the longer term.

It is also important to record where we have gone the extra mile, and the compliments tracker (pdf 87 kB) PDF logo highlights compliments received.

For the financial year 01/04/2013 - 31/03/2014, 83% of people are satisfied with the service they received from Environmental Health & Housing (target 77%) and 83% of people also indicated that we responded within a timely manner.

Our service areas fall into three categories: Regulatory, Anti-Social Behaviour and Housing. The overall service satisfaction and delivery timescale satisfaction percentages are shown below:

  • Regulatory - Overall Satisfaction 89% (target 77%) - delivery timescale 88%
  • Housing - Overall Satisfaction 74% (target 82%) - delivery timescale 76%
  • Anti-Social Behaviour - Overall Satisfaction 72% (target 60%) - delivery timescale 71%

The Housing result represents a strong performance against a background of a tremendous increase in service demand (40% increase from last year 2012/13). The service is responding accordingly with an increase in resource to ensure service levels are maintained.

For the same period above, 84% of people using the Environmental Health & Housing service felt they were fairly treated.  This then applies to the three main categories of service as:
  • Regulatory 91%
  • Housing 74%
  • Anti-Social Behaviour 81%

Customer charter and service standards

North Devon Council aims to offer a high level of service to all our customers.

The council sets a number of standards for dealing with every customer as set out in the service customer charter.

Service standards (pdf 57 kB) PDF logo are measured against targets for the service 'first response' and 'completion' timescales.

Requests for service

A 'request for service' is part of the service's 'reactive workload'. In other words, we are responding to a request. As a result, the exact numbers of requests received cannot be forecast.

This is in contrast to the service's pro-active workload. In this case, we can accurately forecast future workload as it is based on work that is planned.

Our reactive workload includes:

Performance statistics

Performance statistics are compiled and assessed in order to check our levels of service against the standards we set.

Contact information

To contact the Customer Service Centre:

Telephone: 01271 388870
For Typetalk: precede with 18001
Text: 07624 804042
Fax: 01271 388451
Web form: report an incident
Web form: request a service

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Face to face:

Our office hours are Monday to Friday 9.00 am to 5.00 pm.
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