Customer relations framework
Cheltenham Borough Council is continually striving to be 'an excellent, efficient and sustainable council' (business plan 2009/10 - aim 10). The customer relations framework is designed to underpin this business plan aim across all services in the council.
The customer relations framework recognises diversity and it acknowledges that, in terms of services and customers, 'one size does not fit all'. It sets out practical guidelines, policies and procedures to ensure the organisation meets the overarching principles of excellent customer service, accessibility, fairness, efficient, consistent and appropriate complaint handling as well as actively encouraging and learning from customer feedback, whether it be negative or positive.