Customer charter and service standards framework
The Swansea Council Customer Charter, combined with our published Service Standards, provide our framework for communicating how we will meet the expectations of our residents.
Appendix A Charter and Service Standards (Word doc) [148KB]
Customer Charter
The framework provides clear and concise statements, detailing ways by which we can measure and monitor customer service levels.
The Service Standards explain what each front-facing service delivers. They also describe the timescales within which you can expect us to deal with your query. We are committed to ensuring that you are completely satisfied with the service you are getting in line with our Standards.
Swansea Council is committed to putting our customers at the heart of everything we do and we welcome your feedback on how we can improve our services.
Our Customer Charter framework sets out our promises as to how we will deliver high quality services to you and the service standards we will provide to enable us to meet your expectations.
Our promises
We will:
- Provide you with quality services
- Ensure that we use plain language and have trained staff to answer your questions
- Be honest, approachable and polite, keeping your needs at the heart of everything we do
- Acknowledge and respond within the timescales laid out in our Service Standards
- Aim to answer your enquiry through the publicised first point of contact wherever possible
- Make sure the information we provide is accurate, up to date, and bilingual where required
- Provide information in alternative formats where requested, such as large print, braille
- Deliver services in a way which offers good value for money for the community
- Involve you in the design and delivery of our services wherever possible
When you need to access services online, we will:
- Provide you with easy-to-use, accessible, bilingual online services with all the information you need in one place
- Publish a range of web addresses and emails so you can quickly access services or contact officers
- Deliver secure and trusted online services to you
- Help those residents unable to use online channels with telephone and face-to-face support
If you email us, when we respond we will:
- Be clear, use plain language, and reply bilingually where appropriate
- Respond within the timescales laid out in our Service Standards
If you phone the Council, we will:
- Aim to answer your call in a timely manner
- Give you alternative options and information for accessing services during busy periods
- Provide access to services in Welsh and other languages
When you visit our public offices, we will:
- Provide an accessible space which is open during published hours
- Provide a welcoming, friendly and helpful atmosphere
- Aim to see you within 30 minutes (if you have to wait longer we will explain why)
If we visit you, we will:
- Arrive at the agreed appointment time (unless we are delayed, in which case we will contact you)
- Be helpful, polite, and treat you with respect and dignity
When you speak with our staff we expect you to:
- Be helpful, polite, and treat us with respect and dignity
- Understand we will address unreasonable behaviour and may end the conversation / visit, or invoke our Unreasonable Customer Behaviour Policy if necessary
Service Standards
| Request | When you contact the Council to: | The Council's Commitment to you: | Within the Following Timescales |
Benefits - Housing Benefit (HB) | Make a new claim for Housing Benefit or tell us about a change in your household circumstances that might affect an existing claim | If you have provided all the information we need, we will work out how much HB you are entitled to and tell you | 28 working days |
Benefits - Council Tax Reduction (CTR) | Make a new claim for CTR or tell us about a change in your household circumstances that might affect an existing claim | If you have provided all the information we need, we will work out how much CTR you are entitled to and tell you | 28 working days |
Benefits - Housing Benefit (HB) and Council Tax Reduction (CTR) | Query entitlement/ payments / the potential impact of changes in circumstance on benefits / seek advice, support | We will explain our decisions/calculations and the regulations in a clear and concise way. | 28 working days |
Benefits - Free School Meals (FSM) | Make a new application for FSM or tell us about a change in your household circumstances that might affect an existing award of FSM | If you have provided all the information we need and we have been able to obtain confirmation of your eligibility/non-eligibility from DWP/HMRC, we will tell you if you are entitled to FSM | 7 working days |
Breach of planning control | Report works where a property doesn't have planning permission or is breach of condition | Investigate your complaint and advise on course of action to be taken | 12 weeks |
Building Control application | Submit a completed application form for building regulations | Register your application | Within 3 working days |
Building inspections | Request an Inspection | Carry out inspections while the work is taking place and we are happy to talk to you about an inspection programme for your scheme that suits you. | Where possible same working day, or within 24hrs of request. Future date inspection by arrangement. |
Cemeteries
| Search for a grave | We will conduct a search of municipal cemeteries
| Within 5 working days |
Crematorium | Enquire about a memorialisation scheme for the crematorium | Provide information / costs and process application | Within 5 working days |
Registrars
| Enquire to register a birth | Offer an appointment | Within 5 working days |
Commercial land and property | Search for available land and property in Council ownership | We will advise on available council land and property.
| Email contact 5 working days. Tel contact 2 working days If call unable to be answered and message being left requesting a call back
|
Committee agendas | To find out information on any meetings such as council, cabinet, planning etc. | We will advise and help in your search for information on items reported to the various meetings of council. | 5 working days |
Councillors
| To find out information on any our 75 councillors. | We will assist and advise with queries such as who is my local councillor or relevant cabinet member for a service area. | 3 workings days |
Complaints | Make a complaint about any service | We will investigate the complaint and respond to you. We take complaints very seriously and use them as an opportunity to improve our services. | Corporate complaints: Stage 1: 10 working days Stage 2: 20 working days Social Services complaints follow a specific Policy, please visit the link
|
Council-owned land | To make general queries including ownership | We will advise if land is council owned and confirm areas of responsibility | Email contact 5 working days. Tel contact 2 working days If call unable to be answered and message being left requesting a call back
|
Council Tax | Report a change of address / change of ownership or occupation of a property | Take the details off you and make the necessary updates so a correct bill can be issued | 28 working days |
Council Tax | Ask to pay by direct debit | Take the details off you and set up a direct debit claim for whichever of the 4 available dates you choose | 28 working days
|
Council Tax | Tell us about difficulties you may have with paying your bill | We will listen and do our best to agree a reasonable, mutually acceptable payment plan with you. We will also offer to refer you for independent financial advice and tell you about Council Tax Reduction | 28 working days
|
Council Tax | Make a payment | We will take the payment from you promptly | 3 days |
Dangerous structures | Report a dangerous structure.
| To react within 3 hours/ 24 hours depending on severity.
| Deal with imminent dangers within 3 hours. Non-imminent danger the next working day. |
Dog fouling/litter | Report locations where dog fouling and/or litter is creating a hazard and/or nuisance | Remove the nuisance and/or hazard | Danger - by end of next working day Nuisance - within 5 working days |
Education: General Queries | Ask any question about the provision of education in Swansea | Provide a clear and concise response and/or signpost to the relevant school/process | 15 working days |
Education: School Uniform Grant (School Essentials Grant) | Helpline to support the online grant application process | Provide support to claimants that are struggling with the online application process | 15 working days |
Education: Additional Learning Needs Inclusion Team (ALNIT) | Contacting a member of the ALNIT Team for information, advice or assistance | Make sure we publish all the relevant information on our website | 15 school days (during term time) or 28 calendar days (during school holidays) |
Education: Additional Learning Needs Inclusion Team (ALNIT) | General enquiries to the team | Ensure all the relevant information is available on our website. Answer emails on specific questions Provide a limited phone services for those without internet or email access | 15 school days to respond to e-mail queries Phone line will be open between 10.00 am to 12 noon + 2.00 pm to 4.00 pm Monday to Friday |
Education: School Admissions | Apply to change school in the school year | Write to you with the outcome of your application in line with the timescales | 15 school days (during term time) or 28 calendar days (during school holidays) |
Apply for a school place because you have moved into the area | Write to you with the outcome of your application in line with the timescales | 15 school days (during term time) or 28 calendar days (during school holidays) | |
Apply for a school place for entry to reception or year 7 | Make sure we publish all the relevant information on our website and write to you directly if you are currently registered with a Swansea school |
| |
Admission Appeals
| Make sure we publish all relevant information on our website to advise of the process to follow | Notification of right to appeal 15 school days (during term time) or 28 calendar days (during school holidays)
| |
General enquiries about school admissions | Ensure all the relevant information is available on our website. Answer emails on specific questions Provide a limited phone services for those without internet or email access | 10 working days to respond to email queries Phone line will be open between 10 and 12 a.m. and 2 and 4 p.m. Monday - Friday (excluding bank holidays) | |
Empty properties | Report details of an empty property which is open to access | We will visit the property, try to identify and contact the owner and make sure the property is secured if there is a risk of unauthorised access. | Visit the property within 2 working days |
Food hygiene enquiries or complaints | Make a complaint, submit an enquiry or request for a service
| Investigate the complaint, respond to the enquiry or request for a service and take appropriate action | Officers will respond to your complaint, enquiry or request for a service within 5 working days of receipt |
Freedom of Information requests | Make a Freedom of Information Request in writing | On receipt of a written request for recorded information the Council will notify you whether we hold that information. We will provide it in the way you requested | 20 working days |
Grants and funding | Find out about grant funding options or opportunities | Help to signpost you to the most appropriate funding source(s) | Within 28 working days for initial request |
Grass verge cutting | Report locations where long grass is limiting driver visibility and creating a hazard | Cut visions splays as necessary | Within 5 working days |
Health and Safety advice and complaints | Make a complaint, submit an enquiry or request for a service
| Investigate the complaint, respond to the enquiry or request for a service and take appropriate action | Officers will respond to your complaint, enquiry or request for a service within 5 working days of receipt |
Highways: Active Travel | General enquiries | Ensure all the relevant information is available on our website. Answer emails on specific questions. | Officers will respond to your enquiry, complaint or request for a service within 10 working days of receipt |
Highways: Emergency | Report an immediately dangerous situation on the Highway | To react within 4 hours/ 24 hours depending on severity. | |
Highways: Pothole Pledge | Report a pothole | We will repair the pothole where able. | 48 hours for action and further 48 hours for response when an email address is provided. |
Highways Service Request | Reporting requests for works or routine service, ice, road condition, flooding etc | Log the call, investigate action appropriately. | Non safety defects no agreed response time. Dealt with by routine programmes of work. |
Houses in Multiple Occupation (HMO) Licensing | Make a licence application or request a variation of an existing licence | Log the application and contact you to confirm details, take payment and explain next stages. | Within 10 working days of you submitting the application. |
Housing Standards | Report issues with the condition of your privately rented property | Take the details from you, including details of your landlord/agent, give you advice and arrange an inspection of the property, after contacting your landlord/agent. | Contact you to arrange an inspection within 5 working days of your report |
Housing | General enquiries | We will refer your query to the correct section/team
| General email enquiries: an initial acknowledgement within 1 working day and full response within 10 working days from the relevant team. |
Housing | Apply for Housing | Your application will be assessed in accordance with our Housing Allocations Policy. | 30 working days |
Housing | Make a Homelessness application | If you are at risk of becoming homeless, contact Housing Options and we will take initial details from you and arrange for you to be contacted by a homelessness caseworker who will carry out an assessment with you. | On the day if homeless that night. 10 working days if at risk of homelessness |
Housing | Discuss your rent account | We will offer advice and support if you are struggling to pay your rent, or have a query about your account. | You will be contacted within 5 working days to discuss your query |
Housing | Report a repair | We will respond to your request and deal with your repair. | Repair categories: A - Emergency repairs - Attended to and made safe within 24 hours. Out of hours service available B - Urgent repairs- complete in 5 working days C - Non-urgent - complete in 20 working days (maybe subject to pre-inspection) D - Specialist Repairs - complete in 80 working days (may be subject to pre-inspection) Pre-inspections carried out via an appointment arranged with the tenant Damp and mould - inspected within 5 working days and work needed carried out within 20 working days |
Housing | Report anti-social behaviour (ASB) on council estates | Your initial complaint will be responded to either by the Area Housing Office or by the Neighbourhood Support Unit (NSU) | Your initial report will be responded to within 5 working days if a name and address is left. |
Housing | Request support from the Tenancy Support Unit (TSU) | The Tenancy Support Unit will provide housing-related support and advice to home owners, housing association tenants, council tenants and those who rent from the private sector. | An initial assessment of support needs will be undertaken within 5 working days. |
Housing | Council Housing Major Improvement Programme | Provide advice and guidance to tenants of council properties about major repair and improvement work being undertaken or proposed in the future | Replies to emails will be made in 5 working days |
Housing | Renewals - enquire about grants and loans for eg Council House adaptations, Disabled Facilities Grants and repairs eg HomeFix Loan and Welsh Government loans | Provide initial advice and assistance on the forms of assistance available and signpost to most suitable service. Assist client in applying for that form of assistance. | Contacted within 10 working days to complete an initial enquiry for housing grants / loans assistance. |
Land searches | To request Local Authority Con 29 searches, copies of documents, make payments and queries on all searches | We carry out local land searches which are part of the property conveyancing process. It allows prospective purchasers of properties and mortgage lenders to find out information that we hold about a property. | 10 working days |
Licensing | Submit a completed application for a licence
---------------------- Make a complaint, submit an enquiry or request for a service
| Log the application and process in accordance with statutory requirements
----------------------------- Investigate the complaint, respond to the enquiry or request for a service and take appropriate action | Applications will be processed in accordance with statutory timescales where applicable ------------------- Officers will respond to your complaint, enquiry or request for a service within 5 working days of receipt |
Litter/dog bins | Report locations where overflowing litter/dog bins are creating a hazard and/or nuisance | Remove the nuisance and/or hazard | Danger - by end of next working day Nuisance - within 5 working days |
Local Development Plan | Understand, raise queries about, and get involved in the production of, the Swansea Local Development Plan | To provide clear, consistent advice and opportunity for the public and key stakeholders to be active participants in the LDP process in accordance with the agreed Community Involvement Scheme | Respond to queries within 2 working days |
Noise nuisance and Pollution | Report a problem about noise, water, land or air pollution | Take the details from you and investigate and action appropriately | An officer will contact you for further information, where necessary within 5 working days. |
Parking ticket appeal | When you make representations in writing appealing against the issue of a Parking Charge Notice | Consider your reasons for appealing the Parking Ticket and make a decision to either uphold or reject these representations. | Pre Notice to Owner (NTO) appeal - respond in writing within 6 months. Post Notice to Owner (NTO) appeal - respond in writing within 56 Days |
Passport to Leisure (PTL) | Make a new application for a PTL or to tell us about a change in your household circumstances that might affect a PTL you already hold | If you have provided all the information we need, we will work out if you are entitled to a PTL and tell you | 28 Working days |
Placemaking and heritage | Obtain advice or information relating to placemaking and heritage in Swansea, including for Conservation Areas and Heritage Protected Assets such as Listed Buildings | To provide clear, consistent advice and information | Respond to queries within 2 working days |
Planning Pre-application advice | To explain how the Pre application service works, including the different types of pre applications provided and to make Payments | To provide clear and concise advice on the feasibility of proposals submitted
| 1. Statutory advice service - 21 days of receipt of valid application 2. Non-Statutory advice service - 28 days of receipt of valid application or as agreed for larger schemes. |
Planning applications | To explain how the planning application process works, updates on planning applications, request application forms and to pay planning fees | To process as many applications as possible within Statutory targets, to approve developments assessed against current planning policies that bring social and economic benefits to all residents and communities within Swansea | 56 days (for most applications) |
Playgrounds - dangerous | Report playgrounds where there perceived hazards | Remove the hazard | Danger - by end of next working day
|
Pest Control
| If you have problems with pests like mice, rats, fleas and wasps you can arrange a pest control visit by completing the on-line enquiry form. | Arrange a visit by a pest control officer after payment of the relevant fee, as most of our services have a charge. | Due to the volume of calls the pest control service is receiving it can take up to 10 working days for a visit date to be made, from date of enquiry |
Port Health
| Make a complaint, submit an enquiry or request for a service
| Investigate the complaint, respond to the enquiry or request for a service and take appropriate action | Officers will respond to your complaint, enquiry or request for a service within 5 working days of receipt |
Register to vote / Elections / Voting | Enquire about vacancies, and standing for election | We will give you advice according to current legislations | We will follow statutory timetables during election time, otherwise we will respond within 5 working days |
Enquire about elections in your area and how and where to vote | We will advise you of the correct procedure and where and when to vote | Within 3 working days | |
Report a change of name, address, add or remove an elector from your property | We will write to you confirming of the change | Within 28 days | |
Enquire about your registration details | We will confirm your registration status | Within 3 working days | |
Paying for Adult Social Care - Residential Care | Make a new application for help towards the cost of Residential Social Care or to tell us about a change in your circumstances that might affect an existing application. | If you have provided all the information we need, we will work out how much help you are entitled to and explain how we have arrived at our decision.
| 28 Working Days |
Paying for Adult Social Care - Non-Residential Care | Make a new application for help towards the cost of Non- Residential Social Care costs or to tell us about a change in your circumstances that might affect an existing application. | If you have provided all the information we need, we will work out how much help you are entitled to and explain how we have arrived at our decision.
| 28 Working Days
|
Social Care - The Family Information Service (FIS) Swansea | Find out information about Childcare and Childcare funding. Seeking guidance/advice for you and your young family about any topic. | To provide information about registered childcare in Swansea. Information to help with the cost of childcare. Guidance and signposting to any other service that may affect you and your young family. | Monday - Thursday 9am - 5pm Friday 9am - 4.30pm During a working day 24-48 hour response |
Social Care - Direct Payments Finance | Query the Finance side of Direct Payments | The Finance Directorate will make payments as instructed by Social Services, based on the client's support plan. | 28 working days from when the instruction is received from Social Services |
Social Care - Childcare Payments | Query the Finance side of Childcare Payments including Fostering, Special Guardianships and Adoption | The Finance Directorate will make payments as instructed by Social Services, based on the client's support plan. | 28 working days from when the instruction is received from Social Services |
Paying for Adult Social Care- | Make a payment | We will take the payment from you promptly | 3 days |
Adult Social Care
| Information, advice or assistance Reporting a safeguarding concern | We will work with you to live well and safely in our community | We will respond within 2 working days via telephone or email.
|
Social Services | Make a comment, complaint or compliment about Social Services
| When things go wrong and a service user or someone sufficiently concerned with their welfare, may wish to complain, the law says you have a right to get your views heard about Social Services | You will get an acknowledgement within 2 working days. We will contact you to discuss your complaint within 10 working days, We will write to you within 5 working days of the resolution date, confirming the outcome. |
Child and Family Services | Seek information, advice or assistance or to report a safeguarding concern | We can help families to get support from the right people at the right time to live happy, health and safe lives | We will respond within 48 hours via telephone or email |
Child and Family Services | Enquire about becoming a foster carer | We provide dedicated support on your fostering journey, from specialist training to financial allowances, so you're never alone | We will respond to your initial enquiry within 24 hours |
Child and Family Services | Enquire about becoming an adoptive parent | Western Bay Adoption offer support to not only adopters going through the assessment but also so adopted young people affected by adoption | We will respond to your initial enquiry within 5 working days |
Stray Dogs | Report a dog straying in your area or contact us to see if your dog has been picked up by the Animal Warden | We will take the details from you and try and collect a straying animal or check our register to confirm whether your stray dog has been picked up. Take the release fee from you and explain how you can collect your impounded dog. | We will respond within 1 working day |
Trading Standards | Make a complaint, submit an enquiry or request for a service
| Investigate the complaint, respond to the enquiry or request for a service and take appropriate action | Officers will respond to your complaint, enquiry or request for a service within 5 working days of receipt |
Trees - dangerous | Report trees which are considered to be creating a hazard | Remove the hazard | Immediate Danger - by end of next working day Non immediate hazard - within 5 working days |
Waste + Recycling: Assisted waste collections | When all residents of a property are unable to put waste out for collection due to disability or infirmity | Our waste team will be advised and will agree a safe position on the premises to collect the bags/bins | On your normal bin collection day, (Mon-Fri) |
Waste + Recycling: Collections - missed | Report that your waste, correctly put out on time, has not been collected on the correct collection day, giving us your contact details | If put your waste out correctly and on time, our Waste Team will return to collect it | Within 5 working days |
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