Maintenance

Some services on the Oldham Council website may be unavailable on Wednesday 24 January between 9am and 1pm while maintenance work is carried out. We apologise for any inconvenience caused.

Our promise to you

Oldham Council takes customer care seriously – we understand that the way we deliver services is important to you so we are making customer care central to the way we do business.

We will:

  • Make our services easy to use and give you choices where possible
  • Be honest, approachable, professional and polite and always put you first
  • Treat you with dignity, respect and let you know how long it will take to deal with your query
  • Deal with your enquiry straight away where possible or make you an appointment with a person who can help
  • Apologise if things go wrong and do our best to put things right quickly
  • Use your views to help us make improvements to services, give good service and provide value for money

Help us by:

  • Giving us all the information we need to help you
  • Letting us know if you have any special needs
  • Telling us how we can improve our services
  • Asking us to explain anything you’re not sure of

Our Customer Service Standards

When dealing with you in person we will:

  • Provide easy access to all our public buildings.
  • Keep waiting times to a minimum and aim to see you within 5 minutes.
  • See you at the time agreed for appointments.
  • If you do not have an appointment we will see you within 30 minutes of your arrival.

When dealing with you by phone we will:

  • Aim to answer your call within 20 seconds and deal with your enquiry at that point, wherever possible.
  • Welcome you and give you our name.
  • When dealing with emails sent to service email addresses we will
  • Acknowledge the receipt of your email within 24 hours.
  • Provide a full response to your enquiry within 5 working days.
  • Give the contact details of the person replying to your enquiry.

When dealing with emails sent to named officers we will:

  • Provide a full response to your enquiry within 10 working days.
  • Give the contact details of the person replying to your enquiry.

When you write to us we will:

  • Acknowledge that we’ve received your letter within 5 working days.
  • Provide a full response to your enquiry within 10 working days.
  • Give the contact details of the person replying to your enquiry.

If you have a complaint we will:

  • Acknowledge that we’ve received your complaint within 5 working days.
  • Fully investigate your complaint and provide you with a response within 15 days.
  • Give the contact details of the person replying to your enquiry.