Service Standards

Public Protection encourages compliance with relevant health, environmental and safety regulations and where necessary takes enforcement action. In addition, the service also provides education, advice and guidance to the wider community.

This service achieved the government's new Customer Service Excellence Standard.

Public Protection will seek to provide the following standards of customer care:

• A polite, courteous, helpful, open, friendly and responsive attitude at all times
• Treat everyone with dignity and without discrimination of any kind
• A smart and tidy appearance at all times
• Easily identifiable staff who wear name badges
• Never shunt customers around the organisation
• Be punctual and keep to appointments
• A maximum waiting time of 5 minutes in reception
• Respond to service requests within the standards stated for that service
• Provide an acknowledgement to e.mails within a working day
• Provide a written response to letters within 10 working days
• Provide confidential interviewing facilities on request
• Actively encourage views and comments on major local issues
• Consider positively any feedback on ways for improving our services
• Investigate and resolve complaints in line with 'Our Complaint's Policy'

Service Standards

General

• Respond to 90% of service requests within 2 working days
• Fully incorporate the Royal Borough's customer care standards

Environmental Health

• Carry out a minimum of 80% of 'High' risk food premises inspections that are required each year and/or equivalent project work in accordance with the requirement of government legislation
• Carry out a minimum of 20% of the 'High' and 'Medium' risk health and safety premises audits each year and/or equvalent project work in accordance with the requirements of government legislation

Trading Standards

• Carry out a minimum of 80% of 'High' risk food premsies inspections that are required each year
• Respond to 90% of complaints, requests for weights and measures and enquiries within 2 working days
• Complete 90% of criminal complaint investigations within 3 months.

Waste & Environmental Protection

• Collect 99% of household refuse/recycling on the stated day of collection
• Respond to 90% of all requests for the collection of up to 5 items of bulky household furniture (NB A charge is made for this service)
• Provide assistance to residents unable to put their bin or box out through incapacity
• Inform all residents of any changes to the normal collection day due to Bank Holidays
• Respond to 90% of all requests for the collection of garden green waste in accordance with the times stated at the time of booking
• Provide Civic Amenity Facilities where residents can dispose of household waste free of charge. The site will be:-
• accessible and open every day except Christmas Day, Boxing Day & New Year's Day 0800 - 2000 hrs. during Apr-Sept; & 0800 - 1630 hrs. during Oct-Mar
• accessible, safe & easy to use and kept clean
• provide assistance with lifting for the elderly/disabled and advise on waste disposal issues
• Maintain all Bring Site facilities

SDK Environmental Limited (Pest Control and Dog Warden Service)

• Respond to 90% of complaints about rats in a house the same day
• Respond to 90% of all other complaints of pests within 2 working days
• Comply fully with all contract agreements

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