Customer Charter - Eastleigh Borough Council

We promise:

• To be open and honest in all our communication and contact with you.
• To provide trained and knowledgeable staff to assist you. Our training includes what the responsibilities of our staff are to you, and the implications of our Customer Charter for our organisation and its directors.

You can trust us to:

• Understand your needs and discover what matters to you and your community.
• Clearly communicate what we can and cannot do for you.
• Be helpful and polite, treating you fairly and with respect.
• Protect and use your data in accordance with our privacy policy and handle inquiries sensitively and confidentially.
• Recognise and respect the diversity of people who use our services and adopt an inclusive approach.

To get it right, we will:

• Work together to achieve the best outcome.
• Follow through on our commitments.
• Keep you updated on progress.
• Accept responsibility for our mistakes and take appropriate steps to make things right.

To make it easy, we will:

• Provide multiple channels for you to contact us quickly and easily.
• Enhance our online services so you can access them at your convenience.
• Communicate with you clearly in a way that meets your needs.
• Be accessible to everyone.
• Publish straightforward information.

Involving you, we will:

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

Working Together to Provide the Best Service

At Eastleigh Borough Council, we are committed to delivering high-quality services and support. To help us meet your needs effectively, we kindly ask that you:

• Allow us adequate time to process and fulfil your request thoroughly and accurately.
• Provide accurate and timely information to help us understand your needs and respond appropriately.
• Keep us informed of any changes to your circumstances or requirements as they happen.
• Let us know if something goes wrong so we can address the issue promptly and improve your experience.

Your cooperation helps us serve you better. Thank you for working with us.

Respecting Our Staff and Ensuring a Safe Working Environment

We are committed to ensuring that all our staff and contractors have the right to work in a safe, respectful, and supportive environment — whether they are based in our offices, our properties and venues, or working on-site with you. To help us maintain this standard, we kindly ask that you:

• Always treat our staff and contractors with respect. This includes refraining from any aggressive, abusive, threatening, or sexually inappropriate language or behaviour.
• Be mindful of your conduct if you have consumed alcohol or drugs. We ask that essential conversations are avoided during such times to ensure clear and respectful communication.
• Understand that any form of bullying, discrimination, harassment (verbal, physical, or sexual), or intimidation is unacceptable. If our staff and contractors are subjected to such behaviour, we will take appropriate action to safeguard their wellbeing.
• Respect our staff’s and contractors' privacy during interactions. Recording or videoing telephone calls or meetings is generally not permitted. If you wish to do so, please inform us in advance and explain the purpose.

We appreciate your cooperation in helping us create a safe and respectful environment for everyone.

We are committed to maintaining neighbourhoods and shared spaces to ensure your borough is safe, clean, and pleasant.

Our goals include:

• Keeping your neighbourhood clean and tidy.
• Collaborating with our residents, visitors, tenants, council teams, other landlords, and relevant organisations to ensure that neighbourhoods are safe and enjoyable.
• Removing offensive graffiti.
• Responding to any concerns about your neighbourhood and informing you about how we can assist you.

If your home or property is part of a wider Eastleigh Borough Council development, we will keep you informed about the progress of the broader development, including updates on roads, landscaping, and open spaces.

We strive to provide the best possible service and welcome any feedback you have. Our services are continually reviewed, so your comments and suggestions are greatly appreciated. If something goes wrong, please let us know, and we will work to resolve the issue as quickly as possible. In most cases, the first person you speak to will resolve things for you.

If you have a complaint, please refer to our complaint’s procedure for information on how to get in touch and the process to follow. In most cases, we will cooperate with appropriately qualified personal advisors you appoint to help resolve disputes.

You may also be invited to participate in independent satisfaction surveys, where your feedback directly influences our services.

If you need to contact us, you can do so by one of the below:

For queries related to Council Services:

Via your My Eastleigh customer portal

By phone on 023 8068 8000

For emergencies outside of normal working hours (Mon-Fri 8:30am to 5pm):

Call 023 8068 8000