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Customer Charter

The Customer Charter sets out our commitments to our residents

As a council that has been awarded the nationally acclaimed Customer Service Excellence standard, we know that you will already have a high level of confidence in the way we handle your contact with us.  

pdf icon Read our Customer Service Excellence Assessment Report for 2016 [911kb]

So this Customer Charter sets out clearly the customer service you can expect from us,  Shepway District Council.

Most of this Charter has been developed using the feedback our customers give us. We know that no one gets everything spot-on all the time.  That is why we value your feedback to let us know how you feel we could do things even better. 

We would like to hear from you if you have a suggestion to make. And of course, if you feel we have done something really well, please tell us, so we can keep on doing it that way, both for you and for our other customers.

Have your say

The key principles

We will:

  • be professional, helpful and courteous
  • take responsibility for your enquiry
  • deal with your enquiry as quickly as we can
  • provide equal access to our services
  • say sorry when we get things wrong
  • be cost efficient in all our processes, to keep costs to residents to a minimum

The principles are supported by a set of more in-depth standards we expect our staff to meet.

We ask that you treat our staff with respect.

You can contact us in the following ways


Via our website

By phone

Click here for our phone directory.

In person

Civic Centre
Castle Hill Avenue
CT20 2QY

Monday - Friday 8:30am to 5pm (Wednesdays from 09:30am)

New Romney One Stop
Town Hall
High Street
New Romney
TN28 8BT

Wednesdays from 9.00am - 12.00pm.

By letter

Shepway District Council
Civic Centre
Castle Hill Avenue
CT20 2QY

Continue to our customer commitments