Working to be a caring and competent Council
Council staff and local residents have co-designed a new set of Service Standards that will ensure residents receive the best possible service when they call, email or access Council services in person.
We know that our residents expect the best service when they interact with us, and they want to see that same high level of customer service being applied consistently across the Council.
This is why we recruited a broad range of residents to be part of a resident user group so they could work with us to develop the new standards.
The group has been meeting since summer 2022 and collectively drafted the standards. They also helped lead a consultation exercise on the new Service Standards with residents.
These residents have played an integral role in helping us to look at how we will measure if the Service Standards are succeeding and what they want to see change as a result.
The Service Standards are segmented into three parts – how residents want to feel when they contact the Council, what the Council needs to do to achieve that and what staff and services need to do.
They look at ensuring staff listen and deal empathetically with residents’ enquiries, proactively update residents with progress on their enquiry every step of the way and take responsibility.
A message from the resident user group
Our Council makes living in the borough better in ways which are too often unremarked. Sometimes it doesn’t fulfil its potential, very occasionally it fails grievously. We hope that setting clear standards mean residents can speak and be heard better, to the benefit of all in making Kensington and Chelsea a good place to live.
The Service Standards
|As a resident I want to feel:||To do that, the Council needs to:||Which means staff and services need to:|
If you need the Service Standards in a different format
The Service Standards can be made available in alternative formats and in different languages. If you require further assistance please contact us by email at [email protected]