Caerphilly County Borough Council draft "Customer Promise"

Outcomes

Following feedback from residents and engagement with Council staff, we have developed a Customer Promise that reflects the values and behaviours the Council aims to embed as part of its vision to “put the customer at the heart of everything we do.” The Promise is published on our website and staff intranet, and is being used in internal training resources, values-based recruitment, and performance reviews.

Introduction

We have developed a draft Customer Promise that outlines what you can expect from us when you access any council service.

We’re committed to delivering respectful, inclusive, and transparent service—and to putting you at the heart of everything we do.

This draft promise guides how we work with you every day, ensuring that your voice, experience, and needs are central to the services we deliver.

We promise to:

• Listen to you and treat you with courtesy and empathy
• Communicate clearly and in your preferred language
• Keep you informed about what’s happening
• Provide services that are accessible to you
• Acknowledge when we make mistakes
• Welcome your feedback so we can improve

We want to hear from you 

Your feedback helps us make sure this promise truly reflects what matters to you and supports a service that puts you first.

We’d love to know:

• Does this promise reflect what you expect from us?
• Does the language and intent feel right to you?
• Are there any parts you’d like to see added, clarified, or changed?

Our goal is to make this promise meaningful, relevant, and widely supported—so it becomes a strong foundation for delivering services that work for you.

Ways to give your views

Please complete the online survey here or contact us for alternative formats.

Mae'r arolwg hwn ar gael yn Gymraeg. Mae ar gael mewn ieithoedd a fformatau eraill ar gais. This survey is available in Welsh. It is available in other languages and formats on request.