Contacting the council

Home > Services > Council and government > Council information, performance and statistics > Service pledges

When you contact the council, we will:

• Be polite and helpful and treat you fairly at all times.
• Respect your confidentiality and dignity.
• Deal with your enquiry promptly.
• Answer the phone within five rings.
• Identify ourselves and our section when we answer the phone.
• Deal with your enquiry personally if we can (if we can't deal with it personally, we will transfer you to someone who can).
• Reply to written enquiries within 10 working days.
• Tell you how long it will take us to deal with your enquiry if it is complicated and we need to investigate.
• make sure that all our written enquiries to you are clear and include a contact name and phone number.
• Reply to you by email, fax or phone if you have asked us to.
• Arrange a personal visit when appropriate instead of writing to you.
• If you ask, agree a password with you for your home visits so that you can be sure that the visitor is genuine.
• If you have a particular need, send you written information in a variety of languages or formats.

If you feel that we have failed to meet any of these pledges, you can speak to a manager to sort it out. By doing this we aim to put things right, if at any time we have we not lived up to our pledge.

If you have any queries about this service pledge please contact by:

email : chiefexec@renfrewshire.gov.uk
phone: 0141 840 3505
write or call at :

Chief Executive's
Renfrewshire House
Cotton Street
Paisley
PA1 1WB.