Charter Mark

Charter Mark is the Government’s national standard for excellence in customer service and all public service bodies are eligible to apply for it.

Charter Mark is more about achieving a change of culture than winning a trophy - and change and improvement must be ongoing. Complaints, compliments and suggestions from the customer and staff help improve our service.

Charter Mark recognises that people on the front-line dealing with customers and the public daily are often the best judges of what needs to be done to improve service. Staff are involved in the planning of services and are encouraged and empowered to put things right wherever possible.

Here is the criterion set:

• Set standards and perform well (Service Development training - Customer Promise)

• Consult people in a variety of ways (Customer forums, surveys & comments forms)

• Services are easily accessible to everyone (24 hour 7 days a week payments. E-mail facility. Disabled facilities.)

• Continuously develop and improve (Publish performance figures. Staff survey’s)

• Use resources effectively & imaginatively (Cash Office takes Gas, Electric & other Housing Association rent)

• Contribute to improving opportunities & quality of life in the Communities you serve (Staff do fund raising)

The Revenues & Benefits Service was first awarded the Charter Mark in 1995 and has to re-apply every 3 years to keep it.