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

Digital strategy

This strategy sets out our digital goals, including:

  • improving how people can access our services
  • expanding digital access across the county
  • providing new, efficient ways of working for our office staff

It includes planned developments to reach our vision, including:

  • the use of assistive technologies in adult social care
  • the use of mobile working for customer facing services
  • support for online access and safety in communities

It will ensure access to services is not dependent on digital technology and that telephone and face to face services are available if you prefer or need them.

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.

Icon for pdf Customer services charter (PDF, 316.1kb)

Service standards

Our customers are at the heart of everything we do. Our Icon for pdf customer service standards leaflet (PDF, 542.8kb)  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 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