Our Customer Focus

Customer Focus Charter

Bexley's Customer Focus Charter sets out Customer service standards and best practice guidelines for all staff working for the Council. It is a key working document and provides Customers with a clear view of the levels of service they can expect to receive from us.

Anyone who uses our services, walks on our roads, lives or works in the borough is our customer. They may be dealing with us as employees, local businesses or partners.

'Customer focus' means putting the customer first at all times. It means providing services in the way in which customers want and at times they want. It means offering choice and excellent levels of service to everyone who deals with us.

Bexley has also developed a Customer Focus Strategy to enable it to develop and enhance service provision.

Customer Focus Principles

Bexley is committed to the following Customer Focus Principles:

Understanding who our Customers are
Understanding and listening to our customers requirements
Explaining our services to customers
Building our services around the customer
Dealing with our customers proactively, professionally and courteously,
Setting and publishing service standards
Monitoring these standards and effecting service improvements
Listening to complaints, saying sorry and putting things right when they go wrong
Providing customers with choice
Encouraging customer and staff feedback
Innovating and improving services
Working with other providers
Benchmarking and sharing good practice
Providing Customers with fair and equal access to our services

Download

You can download the full charter here:

Download Bexley's Customer Focus Charter (856Kb, pdf file)