Introduction
A service standard is a reasonable and measurable expectation of service provision from the customer. And an honest commitment by Somerset Council to attain or surpass expectations in delivering our services. Service standards have been prepared across the whole organisation so that customers are aware of what levels of service they can expect from us.
There may be some variations in different geographical parts of Somerset for a period of time until services are fully aligned from former District areas.
Customer Service Standards
Our Customer Service Standards have been developed to support the commitments we have made to you in our Customer Promise, and apply to all council services.
Operational Service Standards
By using the links in the table below, you will find information about that service including response timescales and what you can expect from that service.
| Service | Standard | Sub -WS / Workstream |
|---|---|---|
| ServiceHousing Allocations | StandardHomes in Sedgemoor (HiS)
| Sub -WS / WorkstreamSAI – Housing 1 |
| ServiceHousing – Anti-Social Behaviour | StandardHomes in Sedgemoor (HiS)
| Sub -WS / WorkstreamSAI – Housing 1 |
| Service Housing and Communal Areas | StandardAs part of the housing management service, we will keep the neighbourhood and communal areas associated with the homes managed clean and safe. Working in partnership with tenants and other providers and public bodies where it is effective to do so. This service falls under the Regulator of Social Housing Neighbourhood and Community Consumer Standard. | Sub -WS / WorkstreamSAI – Housing 1 |
| ServiceHousing Customer Service | StandardHomes in Sedgemoor (HiS)
| Sub -WS / WorkstreamSAI – Housing 1 |
| ServiceHousing – Customer Engagement and Involvement | StandardCustomer Involvement and engagement makes sure customers are empowered to have a strong voice. They can influence decision-making by their landlord at all levels on how housing-related services are delivered through scrutiny and challenge. We work to the national Tenant Involvement and Empowerment Standard for registered providers to take account of the diverse needs of tenants. Treating all tenants with fairness and respect, and to demonstrate they understand the different needs of their tenants. | Sub -WS / WorkstreamSAI – Housing 1 |
| ServiceHousing – Home Standard | StandardWe comply with the national Home Standard. This sets out our work to ensure the quality of the homes we manage and our repairs and maintenance service to make them safe and secure. | Sub -WS / WorkstreamSAI – Housing 1 |
| ServiceHousing – Neighbourhoods and community | StandardThis Neighbourhoods and Community standard relates to land and properties managed by Homes In Somerset and by Somerset West and Taunton. It ensures that communal areas are clean, safe and well maintained. This includes play and recreational areas, car parks, communal areas inside blocks of flats, shared gardens and grassed areas. | Sub -WS / Workstream |
| ServiceHousing – Planned Works | Standard
| Sub -WS / WorkstreamSAI – Housing 1 |
| ServiceHousing – Rents | Standard
| Sub -WS / WorkstreamSAI – Housing 1 |
| ServiceHousing – Repairs | Standard
| Sub -WS / WorkstreamSAI – Housing 1 |
| ServiceHousing – Safe Homes | StandardThe service will ensure compliance with all Statutory and Regulatory responsibilities as a Landlord and Employer including all obligations and requirements via the Building Safety Act 2022 in respect to Higher Risk Residential Buildings. The Service will also meet the requirements of the Consumer Standards of the Regulatory Standards contained within Homes England Regulatory Framework for Social Housing 2015. | Sub -WS / WorkstreamSAI – Housing 1 |
| ServiceHousing – Tenancy Support | StandardTenancy support services promotes independence and supports improving quality of life for older people and other vulnerable adults through a paid for service. | Sub -WS / WorkstreamSAI – Housing 1 |
| ServiceHousing Options | StandardThe Housing Options service provides information, advice and assistance to help you to resolve your housing situation. We also administer the Homefinder Somerset allocation scheme so that homes are allocated in a fair and transparent way. We provide a holistic outreach service to people that are sleeping rough and we manage three permanent Gypsy and Traveller sites. Where you have a housing issue, we will:
In all the above service areas, we will make appropriate and timely referrals to support services as required. | Sub -WS / WorkstreamSAI – Housing 2 |
| ServiceSomerset Independence Plus (SIP) | StandardSomerset Independence Plus is a service commissioned by Somerset Council and the four Districts in Somerset to provide an integrated approach to disabled adaptations, home improvements, energy/fuel poverty advice retrofitting of insulation and heating measures, and prevention services. We will:
| Sub -WS / WorkstreamSAI – Housing 3 |
| ServiceLibrary Service | StandardThe library service is a statutory duty for the Council under the Public Libraries and Museums Act 1964, which sets out that Councils must “provide a comprehensive and efficient library service for all persons in the area that want to make use of it” There are no prescribed service standards nationally for public libraries. However, the Department of Digital, Culture, Media and Sport (DCMS) has issued guidance to help local authorities understand their statutory obligation. | Sub -WS / WorkstreamSAI – Culture and Universal Services |
| ServiceCemetery management | StandardThe service ensures that all graves in managed cemeteries are in line with the policies of the cemetery and that all interments are managed professionally, and as expediently as possible with the relevant parties. | Sub -WS / WorkstreamSAI – Culture and Universal Services |
| ServicePrivate Sector Housing and Enforcement | StandardThe service works with domestic property owners and tenants to ensure homes are safe, healthy and appropriate for their use. They proactively licence and inspect Houses in Multiple Occupations (HMOs), enforce minimum standards in homes across Somerset and encourage owners of empty homes to bring them back into use. | Sub -WS / WorkstreamSAI – Housing 3 |
| ServiceBereavement Service -Crematoria | StandardTaunton and Yeovil Crematoria are committed to providing a quality provision of accessible bereavement services in an efficient and effective approach that is both sympathetic and caring to all our service users. | Sub -WS / WorkstreamSAI – Culture and Universal Service |
| ServiceArts and Entertainment | StandardArts and Entertainment provides opportunities for residents of Somerset and visitors to our county to engage with and access high quality creative arts and entertainment that inspires, educates, brings joy and celebrates the unique culture of Somerset. | Sub -WS / WorkstreamSAI – Culture and Universal Service |
| ServiceRegistration Services | StandardStatutory Timescales
A minimum of 90% of customers with an appointment seen within 10 minutes of appointment time. | Sub -WS / WorkstreamSAI – Culture and Universal Service |
| ServiceBenefits | StandardUndertake activities governed by the Department for Work and Pensions to ensure the correct benefit is being paid at the correct time. To pay benefits and support accurately and quickly. In doing so we aim to deliver these functions in an open and transparent manner that ensures access for our customers to information and to self-serve, fairness of decision-making, clarity of explanation, support, understanding and empathy. | Sub -WS / WorkstreamFinance |
| ServiceRevenues | StandardAccurately process changes to accounts, ensuring that we determine liability for Council Tax or Business Rates in accordance with the regulations and issue bills. To obtain prompt payment in respect of every chargeable property. In doing so we aim to deliver these functions in an open and transparent manner that ensures access for our customers to information and to self-serve, fairness of decision-making, clarity of explanation, support, understanding and empathy. | Sub -WS / WorkstreamFinance |
| ServiceCommercial and Procurement | StandardOperate a compliant and effective service which complies with all Governance requirements, the Authority’s Contract Procedure Rules and Standing Orders, the relevant UK legislation relating to public procurement best practice, incorporating the National Procurement Strategy Framework and Transparency Code. | Sub -WS / WorkstreamFinance |
| ServiceBusiness Intelligence | StandardBusiness Intelligence is the delivery of analysis and insight which enable organisations to make evidence-led decisions. Acknowledge 98% of service requests and outline the timetable for completion (except for complex requests), within 5 working days of receipt. For urgent requests, providing the same within two days as far as possible. | Sub -WS / WorkstreamBusiness Intelligence |
| ServiceBusiness Change and Programme Management Office | StandardPromote effective and efficient change by inspiring and enabling the identification and realisation of benefits for “customers” and communities, including where internal or system-wide improvement facilitates additional benefit for service users. | Sub -WS / WorkstreamBusiness Change and Programme Management Office |
| ServiceBusiness Support | StandardEnsure that the services that we provide adapt and change to meet the requirements of the services that we support. We will do this through regular meetings with service managers and responding to the feedback from the annual satisfaction surveys. | Sub -WS / WorkstreamBusiness Support |
| ServiceFlood and Water Management | StandardThe Planning Process As a statutory consultee, in line with the Code of Practice relating to consultations on planning applications, the Lead Local Flood Authorities (LLFA) is expected to respond to the Local Planning Authority (LPA) within 21 days of receiving a consultation. Land Drainage Consent Applications The turnaround time for consents is 2 months, as per the Land Drainage Act 1991. Flood Investigations Play a lead role in emergency planning and recovery after a flood event. Local authorities are ‘category one responders’ under the Civil Contingencies Act and must have plans to respond to emergencies, and control or reduce the impact of an emergency. Maintaining Register of Assets A comprehensive, accurate and up-to-date register of all relevant assets and to implement a Flood Risk Strategy for the County. | Sub -WS / WorkstreamEnvironment and Climate Change Sub Group 1 (Climate Change and Water) |
| ServiceSomerset Rivers Authority | StandardWork with our partner organisations to maintain funding for the Somerset Rivers Authority (SRA). Invite proposals to secure SRA funding to deliver projects that meet SRA objectives. Help the public access information related to flooding and water management in Somerset and the work of the SRA. Respond to customer enquiries quickly and accurately. | Sub -WS / WorkstreamEnvironment and Climate Change Sub Group 1 (Climate Change and Water) |
| ServiceEnvironmental Protection Service | StandardRespond to enquiries and requests relating to statutory nuisance, anti-social behaviour, searches, and other general environmental protection matters. Issue permits and audit compliance for specified processes under the Pollution Prevention and Control regime. Monitor local air quality and identify measures that may further assist air quality. | Sub -WS / WorkstreamEnvironment and Climate Change – Sub-Group 3 (Environmental Health) |
| ServiceEnvironmental Health – Enforcement of Health and Safety at Work | StandardEnsure we work with Health and Safety Executive (HSE) as effective, modern, and professional regulators carrying out inspections of workplaces, investigating accidents and responding to complaints and enquires relating to health and safety matters in Local Authority enforced workplaces. | Sub -WS / WorkstreamEnvironment and Climate Change – Sub-Group 3 (Environmental Health) |
| ServiceInfectious Diseases | StandardRespond to reports of all reported infection where the risk to the public health is immediate and significant in accordance with the UK Health Security Agency Standard operating procedure for single cases of infectious disease RAG (Red, Amber, Green) rating. | Sub -WS / WorkstreamEnvironment and Climate Change – Sub-Group 3 (Environmental Health) |
| ServicePrivate Water Supplies | StandardMonitor private water supplies in accordance with statutory frequencies and take action to ensure supplies are clean and wholesome. | Sub -WS / WorkstreamEnvironment and Climate Change – Sub-Group 3 (Environmental Health) |
| ServiceLicensing | StandardProvide a prompt and efficient licensing service for a range of licensable venues and activities working with partners, balancing the need to protect the health and safety of residents and visitors as well as supporting local businesses. | Sub -WS / WorkstreamEnvironment and Climate Change – Sub-Group 3 (Environmental Health) |
| ServiceHeart of the Southwest Trading Standards | StandardSupport economic growth by ensuring a fair, responsible and competitive trading environment and ensure consumers, especially the more vulnerable, protected, communities are safer, better informed and more fully engaged in the work of the Service. | Sub -WS / WorkstreamGrowth 1 – Prosperity and Economic Dev |
| ServiceProsperity and Economic Development | StandardProvide sustainable economic growth through place-based regeneration and business support activities. | Sub -WS / WorkstreamGrowth 1 – Prosperity and Economic Dev |
| ServiceBridges Structures | StandardTo plan and undertake inspection regimes that ensure the condition of the assets is known and recorded and to prioritise and carry our repairs and improvement works based on inspection data and/or due to reactive events. | Sub -WS / WorkstreamHighways |
| ServiceHighways Emergency Service | StandardTo comply with legal obligations concerning the safety of the travelling public. To prepare emergency plans in conjunction with other departments in order to respond to any civil emergency. Comply with National Standards. | Sub -WS / WorkstreamHighways |
| ServiceHighway Lighting | StandardTo maintain the illuminated assets to our current Statutory Duty inline with the Code of Practice and Electrical Regulations as well as reduce our carbon and energy consumption by installing Light-emitting diode (LED) equipment. | Sub -WS / WorkstreamHighways |
| ServiceHighways and Transport Asset Management | StandardProvide the organisational platform for cohesive delivery of highways and transport asset management across Highways and Transport Operations to meet the requirements of the Highways Infrastructure Asset Management Policy (HIAMP) and Strategy (HIAMS) and National guidance and standards on the delivery of highway services – such as the Department for Transport (DfT’s) Local Highways Incentive Fund. | Sub -WS / WorkstreamHighways |
| ServiceRights of Way | StandardProtect the public right to the use and enjoyment of the public rights of way network by; undertaking planned inspections; responding to path issues; and referring to enforcement where appropriate. | Sub -WS / WorkstreamHighways |
| ServiceRoutine Environmental Maintenance | StandardTo fulfil our duties under Section 41 of the Highways Act 1980. To fulfil our duties under the Noxious Weeds Act 1959. To align with the general principles set out in the Code of Practice for Maintenance Management ‘Well-managed Highway Infrastructure’ 2016. | Sub -WS / WorkstreamHighways |
| ServiceHighways Winter and Emergency Services | StandardTo comply with legal obligations concerning the safety of the travelling public. To prepare a Winter Service Plan to maintain access on roads on a priority network during adverse weather conditions. National Standards for winter and emergency maintenance are set out in the Winter Service Section of the Code of Practice for Maintenance Management, “Well-managed Highway Infrastructure”, which was published in 2016 by the Road Liaison Group. The standards adopted for Somerset are broadly in line with the recommendations in this document. | Sub -WS / WorkstreamHighways |
| ServiceRoad Closures Traffic Restrictions and Events | StandardFacilitate safe events and road works through the agreement of Traffic Management plans and temporary traffic restrictions. Comply with statutory requirements to make permanent changes to traffic restrictions such as one ways, speed limits and parking restrictions. Traffic Management | Sub -WS / WorkstreamTraffic Management |
| ServiceTraffic Engineering | StandardTo support safe and efficient travel for all road users and comply with the duties under the Traffic Management Act 2004 by securing the expeditious movement of traffic and road users on the authority’s road network | Sub -WS / WorkstreamTraffic Management |
| ServiceRoad Safety | StandardDevelop, implement, and monitor the Safe Systems Road Safety Strategy to ensure that no one is killed or seriously injured as a result of a road crash, create safer communities, and improve the quality of life for residents and visitors. | Sub -WS / WorkstreamTraffic Management |
| ServiceTraffic Control | StandardSupport safe and efficient travel for all road users by complying with the duties under the Traffic Management Act 2004. | Sub -WS / WorkstreamTraffic Management |
| ServiceTransport Data | StandardCollect, validate, manage, store, and share transport and travel data relating to the network in the Council area to understand the usage of the network, and support our duties under the Traffic Management Act. | Sub -WS / WorkstreamTraffic Management |
| ServiceParking Services | StandardManage the Council car parks and on street parking restrictions in accordance with The Civil Enforcement of Road Traffic Contraventions (Approved Devices, Charging Guidelines and General Provisions)(England) Regulations 2022, Traffic Management Act 2004 and associated regulations and Council guidelines. Introduce and review permit parking area in accordance with the Road Traffic Regulation Act 1984 and associated regulations in line with Council guidelines. | Sub -WS / WorkstreamTraffic Management |
| ServiceStreet Works | StandardFulfil our statutory function and obligations. Meet the objectives and benefits of the Somerset Council Permit Scheme. Reduce disruption on the road network. Drive improvement in overall network management. | Sub -WS / WorkstreamTraffic Management |
| ServiceEquality and Diversity | StandardMake sure the organisation understands its responsibilities under the Equality Act 2010 and provides relevant guidance and challenge to make sure this is maintained or improved. | Sub -WS / WorkstreamEquality and Diversity |
| ServiceBuilding Control | StandardEnsure that buildings subject to building work achieve the minimum standards of the Building Regulations. | Sub -WS / WorkstreamBuilding Control |
| ServiceCivil Contingencies | StandardDischarge the duties under Civil Contingencies Act 2004 and other relevant legislation through a team of suitability qualified and experienced emergency planning professionals. Operate in accordance with national resilience standards set out in the Cabinet Office Indicators of Good Practice for category 1 responders and the accompanying Local Resilience Forum Indicators of Good Practice. | Sub -WS / WorkstreamCivil Contingencies and Emergency Planning |
| ServiceCommissioning | StandardProvide assurance to Senior Leadership about the approach to designing, developing, delivering, and reviewing strategies / polices / services for governance purposes; Embed the framework for commissioning into all commissioning activity across the authority. | Sub -WS / WorkstreamCommissioning |
| ServiceFleet Service | StandardSupport the Council in delivering its services through procuring, maintaining, and ensuring that the management and operations of vehicles is safe and in line with relevant legislation across the whole authority (inc Operator licence Compliance). Additionally, the service aims to ensure value for money and support in the Council’s climate emergency through decarbonising fleet and its operation. | Sub -WS / WorkstreamEnvironment and Climate Change Sub Group 2 (Waste and Neighbourhood Services) |
| ServiceGround Care | StandardThe service aims to support the wider environmental and community well-being objectives of the Somerset Council through delivering value for money services that meet local need (noting financial constraints) and are responsive to residents/the community. Identify discrepancies between service standards and seek to harmonise. Ensure services continue on day 1 (including the transfer of any licences or permits). | Sub -WS / WorkstreamEnvironment and Climate Change Sub Group 2 (Waste and Neighbourhood Services) |
| ServiceStreet Scene | StandardThe service aims to support the wider environmental and community well-being objectives of the Somerset Council through delivering value for money services that meet local need (noting financial constraints) and are responsive to residents/the community. Identify discrepancies between service standards and seek to harmonise. Ensure services continue on day 1 (including the transfer of any licences or permits). | Sub -WS / WorkstreamEnvironment and Climate Change Sub Group 2 (Waste and Neighbourhood Services) |
| ServiceSWP | StandardPreserve our environment by making every effort to ensure our household waste is not wasted but reused as a valuable resource. Deliver excellent customer service and value for money to create a more sustainable Somerset. A comprehensive rolling five-year business plan sets out the activities Somerset Waste Partnership (SWP) is undertaking. | Sub -WS / WorkstreamEnvironment and Climate Change Sub Group 2 (Waste and Neighbourhood Services) |
| ServiceAreas of Outstanding Natural Beauty | StandardThe core duty of an Areas of Outstanding Natural Beauty (AONB) designation is to conserve and enhance the natural beauty of the designated landscape. The activities and priorities of the service have been agreed and adopted by all partners as part of the statutory 5-year Management Plan and will be delivered over the next five years. | Sub -WS / WorkstreamEnvironment and Climate Change Sub Group 4 (sports, leisure and countryside) |
| ServiceCountryside | StandardMaintain safe to access natural greenspaces; Provide relevant information and interpretation to encourage all visitors to explore and enjoy natural greenspaces; Conserve habitats and species and prioritise where appropriate; Preserve geological and heritage features. | Sub -WS / WorkstreamEnvironment and Climate Change Sub Group 4 (sports, leisure and countryside) |
| ServiceSport and Leisure | StandardMaintain safe to access, high quality, sporting, and leisure facilities; Provide relevant information and booking procedures with agreed fees and charges to encourage participation in sporting and leisure activities. Lessen the carbon and environmental impact of facilities through programmes of decarbonisation and biodiversity enhancements at appropriate locations. Management of Third Party Leisure Operators. | Sub -WS / WorkstreamEnvironment and Climate Change Sub Group 4 (sports, leisure and countryside) |
| ServicePlanning Service | StandardConsult on and determine planning matters within the local planning authority area, including applications for new development, prior approvals, works to listed buildings, trees, mineral, and waste development; undertake required advertisements of applications/notices. | Sub -WS / WorkstreamGrowth 2 – Planning and Enabling |
| ServiceHighways Development Management – Planning applications and Technical Approvals | StandardWork with developers, the local planning authority, and local communities to enable the economic growth of the area through positive engagement within the planning system. | Sub -WS / WorkstreamInfrastructure Delivery and Active Travel |
| ServiceInsurance | StandardArrange insurance and assess all insurance claims made against the Council. Acknowledging receipt of the claim within 7 working days and tell the customer if we have enough information to investigate | Sub -WS / WorkstreamFinance |
| ServiceLand Charges | StandardProvide a consistent, effective, and quality land charges service contributing to the efficient working of the local property market. | Sub -WS / WorkstreamGovernance |
| ServiceDemocratic Services | StandardProvide a professional committee administration service for the Council and provide a thorough Member Training and Development programme to ensure that the approach to development of Members is structured, consistent and effective. | Sub -WS / WorkstreamGovernance |
| ServiceElections | StandardMaintain the Register of Electors and running elections, ensuring that they are carried out in accordance with the Law. | Sub -WS / WorkstreamGovernance |