Customer Charter

Eastleigh Borough Council

Supporting Communities, Improving Lives


You can trust us to:

  • Understand your needs and find out what matters to you and your community.
  • Be clear about what we can and can’t do for you.
  • Be helpful, polite and treat you fairly and with respect.
  • Protect and use your personal data in line with our privacy notice, and handle your enquiry sensitively and confidentially.

Getting it right – we will:

  • Work together to get the best outcome.
  • Do what we say we will do.
  • Update you on progress.
  • Say sorry, take responsibility and put it right if we make a mistake.

 Making it easy – we will:

  • Offer a range of channels to contact us easily.
  • Increase our services online so you can use them at a time that suits you.
  • Communicate with you clearly in a way that meets your needs.
  • Be accessible to everyone.
  • Publish clear information.

Involving you – we will:

  • Actively seek your views on our services.
  • Listen to you and use your feedback to help us improve.

 In return we ask you to:

  • Give us time to carry out your request.
  • Give us the correct information at the right time.
  • Tell us when something changes.
  • Tell us when things go wrong so that we can put them right.

Dignity and Respect

  • Treat us with respect and allow us to work in a safe environment, free from aggressive, abusive, or threatening language or behaviour. 
  • Be aware if you feel your behaviour is altered by intoxicating drugs or alcohol and avoid important conversations at this time.
  • Any act of bullying, discrimination, physical or verbal harassment or intimidation is unacceptable. If our staff are put in such a situation, we will take action to protect them.  
  • Staff will not normally give permission for telephone calls or meetings to be recorded or videoed.  Please inform us if you wish to do this and for what purpose.