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Customer service standards

pen ticking boxesWe are committed to putting customers at the centre of everything we do.

In the last Customer Satisfaction Survey, the Customer Contact team asked customers how satisfied they were. View latest customer contact performance figures (pdf 300KB).

Download the Customer Contact Service Plan 2017/18 (pdf 339KB)

We are committed to maintaining excellent standards of customer service. Read our customer charter to find out how we aim to do this.

Our priorities and ways of working, chosen by your elected members, direct the services we provide.


  • Medway: A place to be proud of
  • Supporting Medway's people to realise their potential
  • Maximising regeneration and economic growth.

Ways of working

  • Giving value for money
  • Digital Services so good that everyone who can use them prefers to do so
  • Working in partnership where this benefits our residents


Customer Contact can contribute directly to giving value for money and putting our customers at the centre of everything we do and can support the delivery of other priorities through focus on:

Excellence: in the quality of the services provided

Efficiency: by doing more for less and achieving real savings

Equality: recognising and valuing the different strands of diversity and protected characteristics

E Self-Serve: by ensuring the council's website is fully transactional and is easy to use

Enterprising: through internal collaboration and partnership with other organisations and agencies

Our promise to you

We will:

  • be polite and helpful
  • listen to you and make every effort to help
  • be fair to you and not discriminate
  • support you to tell us what you think about our services
  • always identify ourselves
  • provide information in clear and easy to understand language
  • investigate any complaints about our services
  • always try to answer your questions the first time you contact us, or let you know how we can help if we cannot answer your question straight away.

What we ask from you


  • be polite and respond to reasonable requests for information
  • let us know as soon as your details or circumstances change
  • work with us to assist you
  • let us know if you need help to access our services
  • give us feedback on our services and let us know if you think we should be doing something in a different way.

The team

Customer contact team  

  • Jeremy Shelton, Customer Contact Operations Manager
  • Martin Garlick, Head of Customer Contact