Tamworth Borough Council provides a wide range of services to you. To ensure you know what to expect from each of our services and the Council as a whole we have developed our 'Quality Promises'.

You will find the promises at each of the sites where the services are available, our website and in our correspondence to you. If you think we have failed to meet one of our 'Quality Promises', please use our 'Tell Us' scheme to make a complaint.

Council-wide Quality Promises

• We promise to try to resolve your enquiries at the first point of contact, if we can't, we will tell you straight away
• We promise that you will know who is dealing with your enquiry, how to contact them and they will be aware of your case
• We promise to answer your calls promptly and if the person you want to talk to is not available, get the right person to contact you as soon as possible
• We promise that if you contact us by e-mail, we will acknowledge your enquiry the same day and let you know how long it will take us to get back to you with a full response
• We promise that if you write to us we will respond within 7 days, if it is likely to be longer than this, we will tell you
• We promise to consult with you regularly about what you want and expect from us and we will be honest about what we can do for you

Revenues

• We promise to set up your payment account or Direct Debit and do this correctly when you contact us
• We promise to credit your account with any cash or cheque payments the next working day
• We promise to confirm any agreement to pay Direct Debit with you in writing within three days of your phone call
• We promise to send out revised bills within 10 days of you telling us of any changes to your details
• We promise that when you visit our Cash Office to make a payment you will be served within 10 minutes

Environment

• We promise that when you report fly-tipping, litter or dog bins that require emptying or grass, shrubs and trees that need cutting we will respond in three days
• We promise to remove any abandoned vehicle we think is a danger to members of the public within 3 days
• We promise to provide a first response to pest control reports involving a significant risk to public health within 24 hours
• We promise that if a stray dog is reported, we will collect it the same day
• We promise that when you report dirty conditions in a restaurant or a shop selling food we will contact you and start our investigations within 2 days
• We promise to deal with planning applications for conservatories or domestic single storey extensions within 35 days of you providing all the necessary information unless they need referral to a planning committee
• We promise that when you write with details of your proposed building work, we will tell you within 5 days if you need to apply for planning permission

Culture & Community

• We promise to inspect all toilets and changing areas at Leisure Centres every 2 hours and respond to any cleaning issues within 15 minutes
• We promise to despatch tickets for Council venue events to customers within 48 hours of receiving payment at the box office
• We promise to acknowledge your request for booking any event/party/facility within 5 days
• We promise to undertake customer satisfaction surveys at least once every year and publish the results

Benefits

• We promise to deal with new benefit claims within 14 days of receiving all the necessary information
• We promise to pay customers the correct amount of benefit first time, every time

Housing Repairs

• We promise to complete all emergency repairs within 24 hours
• We promise to complete all urgent repairs within 6 days
• All non-urgent repairs will be completed within 26 days or assessed for future planned work. If the work is to be planned, we will tell you about this when you report your repair