Our commitment
At Fylde Council, we are committed to delivering excellent customer service that is accessible, responsive, and fair. We aim to make it easy for you to access our services and ensure that every interaction meets your expectations.
This Charter supports our vision to provide high-quality, customer-focused services and sets out what you can expect from us whenever you contact the Council.
How we apply this charter
This Charter applies to all forms of contact with Fylde Council—whether online, by phone, in writing, or in person. It is relevant to all customers and will be upheld by every member of staff.
Our objectives
- Provide consistent customer care standards across the Council.
- Make services accessible through multiple channels
- Respond promptly and keep you informed
- Continuously improve based on customer feedback
What you can expect from us
- Online Services: Our website is available 24/7 for information, service requests, payments, and reporting issues.
- Choice of Access: We will support you to use the channel that suits you best—online, phone, email, or in person.
- First Point Resolution: We aim to resolve your enquiry at the first point of contact wherever possible.
- Clear Communication: Responses will be timely, clear, and jargon-free.
- Accessibility: Information can be provided in alternative formats (large print, Braille, audio, other languages) upon request.
Our service standards
Telephone
- Calls answered promptly
- Staff will introduce themselves and assist you professionally
- If transferred, we will explain why and ensure you do not need to repeat information
- If we cannot resolve immediately, we will call you back and keep you updated
Email / Online Contact
- Acknowledge your enquiry within 2 working days
- Provide a full response within 2 working days, or explain any delay
Written Correspondence:
- Respond within 5 working days of receipt
- Include the name and contact details of the officer handling your enquiry
In-Person Visits
- Aim to see you within 10 minutes of arrival
- Offer appointments for complex queries
- Provide support to access digital channels using our self service terminals
How You Can Help Us
- Provide complete and accurate information
- Use online services where possible for faster access
- Treat our staff with respect and honesty
- Share feedback to help us improve
Accessibility
We are committed to making our services accessible to everyone.
- Our website features a comprehensive set of accessibility tools designed to ensure an inclusive and user-friendly experience
- We can provide British Sign Language interpreters, audio induction loops, and text services for customers with hearing or speech difficulties
Monitoring and Review
We regularly monitor performance and customer feedback to ensure we meet the standards set out in this Charter.
Contact Us
- Phone: 01253 658658
- Email: listening@fylde.gov.uk
- Address: Fylde Council, Town Hall, St Annes Road West, Lytham St Annes FY8 1LW
We are here to help and welcome your feedback on our services. Please click here to have your say.
