New service standards helping us to be a consistently caring and competent Council

A new set of service standards, which aim to ensure residents receive the best possible service from the Council, have been co-designed with local residents. 
 
A group of residents have been working together with the Council for the past six months to create a set of standards which aim to improve the level of service residents receive when they call, email or access Council services in person.
 
Facilitated by Volunteer Centre Kensington and Chelsea Chief Executive, Michael Ashe, the group of residents and customer services staff have met six times to share both their good and bad experiences of contacting the Council and discuss ideas of how services can be more consistent and what is important to residents.
 
The service standards have been split into three parts – how residents want to feel when they contact the Council, what the Council needs to do to achieve that and what staff and services need to do.
 
They look at ensuring Council staff listen and deal empathetically with residents’ enquiries, update residents with progress on their enquiry every step of the way and take responsibility and do not pass the buck. 
 
Both the residents and the Council are now interested in hearing the thoughts of more residents about the emerging standards, whether you feel they hit the right notes or if anything is missing. 
 
In this video you can hear from two of our residents – Lucy Wood and Hamish Tristram - who have helped to create these new service standards.

https://youtu.be/OhlmPGRHo58
 
Cllr Johnny Thalassites, Lead Member for Finance and Customer Delivery said:

“Becoming the best Council means providing the best possible service to our residents however they choose to contact us. We want our services to be focused on our residents so they don’t have to speak to lots of different departments to get their enquiry dealt with quickly and efficiently.
 
“This was echoed by the group of residents who committed a lot of their time to working with us on creating these new standards. Throughout this process they have been very transparent about their good and bad experiences with the Council, and this has helped to shape these standards. It’s now over to the rest of the community to let us know if they think this will help to improve services and hold us to account.”

You can have your say until Monday 29 May by visiting our website.