The following service standards form part of our Customer Service Charter and tell you what you can expect from us.

• We will answer 85% of telephone calls within 20 seconds.
• Messages left on telephone answer phones and voice mail, which are attached to publicly advertised numbers, will be acknowledged within 1 working day.
• We will respond to all letters and faxes, which require a response, within 10 days – where the reply will take longer, a response will still be issued giving guidance on when customers can expect the detailed response.
• E-mails from customers to publicised e-mail addresses will be acknowledged within 1 working day.   A detailed response will be given within 10 working days – where a detailed reply will take longer the response will still be issued giving guidance on when the customer can expect the detailed response.
• Customers will be seen within 5 minutes of arrival at published customer access points.

Please tell us if you feel any of these standards are not being met or you are unhappy with a service that is being provided.

How we are performing against our standards

If you have any comments you would like to make about our key service standards or suggestions for future improvements please feel free to contact us on 01228 606060, or via email by following the link below:

information@cumbriacc.gov.uk  (external link)