Our Customer Charter
We want to provide excellent customer service to everyone in Birmingham. This means putting you first - all the time, every time.
This Customer Charter will let you know what you can expect from us when receiving our services, and what we expect from you.
Treating you fairly
We will:
- be helpful and respectful to everyone
- be understanding of your situation
- act openly and honestly
- keep our promises
- deal with your requests and complaints quickly
Keeping you informed
We will:
- give you clear information about the right people to help you
- talk to you in plain language, without jargon
- keep all the information on our website up-to-date
- update you with any progress on requests and complaints
Getting it right
We will:
- keep your personal information safe
- say sorry if we make a mistake and act to put it right
- make it easy for you to tell us if we get something wrong
- use your feedback to improve our services
Making access easier
We will:
- develop services with your help, that meet your needs
- make our website accessible to everyone
- increase our online services for you to use at a time that suits you
- be clear about the different ways you can contact us
What we’d like from you
We’d like you to:
- treat our staff with respect
- give us honest, constructive feedback
- get involved in your local community
- use our website and the BRUM account to get the services and information you need
