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Customer services charter and standards


We're committed to providing high standards of customer service. We start with listening and finding out what is important to you. The information you give us helps shape our services to meet your needs and expectations.

Our strategy, charter and standards have been shaped through consultation with local people.

Customer First strategy

We work to put the customer at the heart of everything we do. Download a copy of our Icon for pdf customer first strategy (PDF, 969.0kb) .

Customer services charter

We asked people what was important when contacting the council. 'Our promise to you' outlines how you can expect to be treated when you get in touch with us.

Download a copy of our  Icon for pdf customer services charter (PDF, 1.4mb)

Service standards

Our customers are at the heart of everything we do. Our Icon for pdf customer service standards leaflet (PDF, 185.6kb)  outlines specific levels of service that you should receive from us.

How will we let you know if we are achieving these standards?

We will let you know how we are doing against these standards in our magazine, Durham County News, and at customer access points across the county.

Contact us
Customer Services
03000 26 0000
Our address is:
  • Durham County Council
  • County Hall
  • Durham
  • County Durham
  • United Kingdom
  • DH1 5UQ
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