Our vision is to work with our customers to develop quality services that are accessible to all and to make every contact count.

We aim to:

  • own responsibility for every contact received and if we can't help, connect you to other organisations that can
  • understand and care about your concerns; demonstrating through our actions that your issues matter to us
  • be helpful, polite, friendly and treat you fairly and with respect
  • be honest, only making promises we can deliver, and do what we say we will
  • meet our customer service standards and regularly monitor and publish how well we're doing this
  • provide clear and up to date information about our services
  • explain our decisions and the reasons for them
  • display the Council logo clearly on our information, signage, buildings and vehicles so you know which services we are responsible for
  • deal with your request correctly the first time you contact us and if we have to pass your enquiry on, give you the name of the person, team or organisation dealing with your enquiry and how to contact them
  • if things go wrong, say sorry, do our best to put them right and learn from our mistakes
  • protect your confidentiality by handling your information sensitively and securely
  • make sure Council services are accessible to all and meet our co-operative values, view more information about our co-operative values
  • provide help if you need assistance because of a disability or health condition with information available on our website and through our contact centres
  • enable customers to access more information and services online
  • invite, listen to and act on feedback from customers to improve our services, and communicate the improvements we have made.

In return, we ask you to:

  • treat us politely and with respect in accordance with our Treating Council Employees with Dignity and Respect Policy, and understand that we will not tolerate abusive language or threatening behaviour towards our colleagues or other people using our services
  • tell us as soon as possible when things go wrong
  • let us know in good time if you can't make an appointment with us
  • give us the correct information at the right time and let us know if anything changes
  • use our online services first, if you are able to
  • let us know if you have received an outstanding service.

Download the Customer Contract to view our commitment to you (.pdf Size: 967Kb)

If you would like to view these downloads in a different format, please email customer.insight@telford.gov.uk or call the Customer Insight team on 01952 382006.

Last updated : 3 September 2024

Our customers are at the heart of everything we do, and we want to ensure that the experience they have is outstanding. With this in mind, a new Customer Strategy has been developed, which sets out our vision to work with our customers to develop quality services that are accessible to all and to make every contact count.

The strategy describes what we want to achieve to realise this vision and how we will deliver it. It sets out how we will continue to modernise our approaches to reflect innovations in technology and changing customer expectations.

A formal consultation concerning the draft aims of the strategy took place between 25 September 2020 and 23 October 2020. It confirmed that there was strong support for the strategy, with 83% of respondents agreeing with its vision and aims.

Our Customer Strategy was updated on 23 September 2022, confirming our achievements against our actions so far.

Download the Customer Strategy to view our vision to work with customers to develop quality services that are accessible to all (.pdf Size: 1889Kb)

Download our updated Customer Strategy (September 2022) to see what we have achieved against our actions so far (.pdf Size: 8191Kb)

If you would like to view these downloads in a different format, please email customer.insight@telford.gov.uk or call the Customer Insight team on 01952 382006.

Last updated : 3 September 2024

Our customers, who are made up of residents and stakeholders in the Borough, are at the heart of everything we do, and we want to make sure that we maximise the potential of digital technology in how we communicate and interact with our residents, customers and partner organisations through providing the right digital environment within communities.

Our vision is to create a better borough through digital innovation, providing seamless connectivity for all and encouraging more take-up of information and services online.

The strategy is set into 4 themes:

  • digital customers
  • digital communities
  • digital place
  • digital workforce.

The strategy highlights the initial actions planned, to deliver our aims through to the end of 2023/2024. This will be reviewed annually, with progress being reported to members

The strategy was approved by cabinet on 10 June 2021 and will be implemented with immediate effect.

Download our Digital Strategy (.pdf Size: 635Kb)

If you would like to view these downloads in a different format, please email customer.insight@telford.gov.uk or call the Customer Insight team on 01952 382006.

Last updated : 3 February 2025