URL: https://democracy.middevon.gov.uk/ieDecisionDetails.aspx?ID=1391

Decision Maker: Cabinet

Outcome: Recommendations Approved

Is Key Decision?: No

Is Callable In?: No

Purpose:

Content: The Cabinet had before it a report * from the Head of Digital Transformation and Customer Engagement reviewing the Customer Care Policy and Customer Standards for this Council.   The Cabinet Member for Service Delivery and Continuous Improvement outlined the contents of the report with particular reference to the following:   The Customer Care Policy and associated Customer Care Standards had been reviewed to ensure that they remained current, accessible and aligned with the Council’s corporate priorities and ongoing digital transformation work. The policy applied across all of the Council’s services and set out the standards of service, behaviour and responsiveness that customers would expect when contacting the Council.  The revised policy reinforced the Council’s commitment to putting residents at the centre of service delivery, making effective use of technology, learning from customer feedback, and ensured services remain accessible to non‑digital and vulnerable customers. Updated Customer Care Standards provided clarification and transparency for both customers and staff and would be published on the Council’s website and made available in public areas.   RESOLVED that the Customer Care Standards and Customer Care Policy contained in Annexes 1 and 2 be ADOPTED as recommended by the Service Delivery and Continuous Improvement Policy Development Group (PDG).   (Proposed by Cllr J Wright and seconded by Cllr G DuChesne)   Reason for Decision: The policy underpinned the core values of the Council as stated in the Corporate Plan around People, Performance, Pride and Partnership.   Note: * Report previously circulated.            

Date of Decision: April 7, 2026