Corporate Service Charter

North Lanarkshire Council is committed to achieving high standards of service delivery. As part of this commitment we are developing a series of Service Charters which will set out clearly the standards you can expect from us across the range of services that we provide. This leaflet outlines the standards we have set for all Council services. Others in the series will specify the standards set for particular services. We will monitor our performance against these Service Standards and will publish the results every year in the North Lanarkshire News so that you can see how we are doing.

We are always keen to hear from individuals and organisations that use our services. If you would like to comment on the service standards set out here or if you have any suggestions about how we can improve our performance in any area, please let us know, using the "Contact Us" box at the top right hand side of your screen.

Click on the links below to access specific service standard information:-

• We will set high standards for all the services we provide.
• We will tell you what these standards are and how we are doing at meeting them.
• We will deliver all our services in a friendly, responsive and reliable manner and promise to:
• explain clearly the services we provide;
• treat you with courtesy and respect;
• deal with your requests, enquiries and concerns promptly;
• provide you with accurate and relevant information and advice;
• offer assistance with any forms we ask you to complete;
• treat any information you give us in the strictest confidence and respect your right to privacy at all times; and
• welcome your views on our services.

If you have a complaint or comment to make about any Council service, please let us know. We will respond promptly, telling you what action we are taking.

• If you write to the Council, we will reply within 14 days, either:
• providing you with a full response; or
• where this is not possible, informing you of the steps we are taking to provide you with a more detailed response.
• In all our written correspondence we will use language that is easy to understand and will include a contact name and telephone number.

• When you telephone us we will:
• answer your call promptly (normally within 8 rings), giving a name so that you know who you are talking to; and
• make sure that you can speak to someone who can help you as quickly as possible.

• We will display opening times at the entrance to all Council offices and facilities (where there are standard opening hours)
• We will tell you if these times are to change by:
• displaying a notice at the building at least 3 weeks in advance; or
• placing an advertisement in a local newspaper 1 week in advance.
• Schools will inform parents of opening times and changes by letter, newsletter or the school handbook.
• We aim to make all our buildings accessible to everyone. If you have special needs we will do everything we can to meet these. (If possible, please let us know before your visit to help us to help you.)
• When you visit our offices, we aim to keep you waiting no longer than 10 minutes and we will often be able to see you more quickly than this.
• We will ensure that all our buildings are clean and meet both Health & Safety and Public Health requirements.

• When we visit you at home, we will present identification, which you will be able to inspect before allowing us into your home.
• All Council staff will drive in a safe and responsible manner treating other road users and pedestrians with courtesy and respect at all times.

• We will:
• provide services of a high quality which meet the needs of the local community;
• consult regularly with different groups and communities to find out if services are appropriate and accessible;
• treat all members of the public fairly and without discrimination;
• treat all complaints seriously and develop a clear and accessible complaints procedure;
• regularly review and improve services to ensure that they meet equality standards;
• share information and good practice amongst those we work in partnership with to help eliminate discrimination;
• ensure that the Council’s policy on equality is understood by organisations, groups and those seeking contracts; and
• encourage all organisations funded by the Council to develop an equal opportunities policy.

Click on the link for information on making a complaint or comment.

• If you submit a complaint in writing (including email/online form), we will:
• acknowledge your complaint within seven days of receipt;
• investigate your complaint and send you a detailed reply within 28 days.
• If you are unhappy with our findings, you can appeal in writing to the director of the department concerned who will provide you with a full response within 28 days.

If you have any questions or require further information regarding our corporate Service Charter, please use the "Contact Us" box at the top right hand side of your screen.

You can also access this page in leaflet format, using the "Download or Request by Post" box at the top right hand side of your screen.