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Corporate Performance
Thebes Annexe
Lewes District Council
32 High Street
Lewes
East Sussex
BN7 2LX
Tel: 01273 484156
performance@lewes.gov.uk
Minicom 01273 484488
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Customer Charter
We set-out a list of commitments to our residents and business so you know what to expect from us and how we perform.
Customers Commitment
We will provide good value, efficient and effective services and ensure they are available to all our customers.
Our buildings should be clean, comfortable, smoke-free and well signposted with information made accessible. You should be treated fairly and your dignity, religious and cultural beliefs respected.
We will be open, honest and accountable for our actions. We consult and listen to customers and strive for continuous improvement in our processes.
Staff Conduct
Our staff will be helpful, polite and professional, displaying identity/name badges when dealing with customers.
We will provide a private interview room if requested or arrange a convenient time for meetings and appointments. For home visits, we will show you an official ID badge without being asked.
We try to deal with enquiries or complaints straight away. If the person you need to speak to is unavailable they will contact you as soon as possible.
Response Times
We aim to answer phone calls within 20 seconds and return phone messages within 1 working day. These are checked regularly.
We reply to letters, faxes or emails within 7 working days and avoid using jargon for better understanding.
If the response is likely to be longer, an acknowledgement will be sent confirming when you can expect a reply.
We respond to Freedom of Information requests within 20 working days and the information supplied will be clear, up-to-date, accurate and made available in a range of formats and languages on request.
When you make a complaint we will make our complaints procedure available from our reception areas as well as online.
We will apologise if we have made a mistake and do our best to put things right as quickly as possible. We also investigate complaints thoroughly and inform you of the outcome
Our response to complaints referred to a head of service will be dealt with within 20 working days.
Your Conduct
We ask you are polite when in dealing with our staff. We will not tolerate abusive language or violent behaviour.
Please give us all the information we need to deal with your request. Let us know in advance if you need to cancel an appointment, or require a signer or interpreter.
Tell us immediately if you are unhappy with a service and why. We're happy to receive ideas, comments and suggestions on ways to improve.
Help us to care for our environment and comply with our Health and Safety regulations when visiting our building. They help protect you.
