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Address: The Old Fire Station, Stone Street, Cranbrook, KENT, TN17 3HF                                                                     Telephone: 01580 713112

Clerk – Mrs. C. Bezuidenhout –  clerk@CSPC.org.uk

Responsible Finance Officer & Deputy Clerk – Mrs. L. Ham –  clerk2@CSPC.org.uk

Deputy Clerk – Mrs. L. Thirkell – depclerk@CSPC.org.uk

Opening Hours – The Parish Council office is open from 10am-12 noon, Monday to Friday.

The Cake, Editors Email: chairman@CSPC.org.uk  carol.somers@CSPC.org.uk


When You Contact Us

Cranbrook and Sissinghurst Parish Council is committed to providing a quality service for the benefit of the people who live or work in its area or are visitors to the locality. The standards set out below is the Parish Council’s commitment to providing all of its customers with an excellent service.

Cranbrook and Sissinghurst Parish Council will not tolerate bullying or harassment of any of its employees by elected members, other employees, contractors, visitors to the Parish Council or members of the public. The Parish Council is committed to the elimination of any form of intimidation in the workplace.

We will:

  • Treat you politely and respectfully;
  • Listen to you carefully and be courteous and helpful;
  • Make sure our staff are trained to give you the help you need;
  • Use plain language in all communications
  • Treat you fairly, equally and in confidence;
  • Keep our website up to date and accessible.

When answering the telephone, we will:

  • Be clear about who you are speaking to;
  • Take a message or signpost you to the correct agency if we are unable to deal with your call;
  • Return your call within five working days.

When dealing with written correspondence, we will:

  • Respond within ten working days.
  • There may be occasions when a full response cannot be given within the timescale. This is unavoidable but there is still a requirement to keep the customer informed by making contact or sending a holding response. This can give an expected date for a full response or give the reason why a full response cannot be given

When dealing with email correspondence, we will:

  • Acknowledge correspondence within 48 hours (Monday – Friday)
  • Respond within ten working days.
  • There may be occasions when a full response cannot be given within the timescale. This is unavoidable but there is still a requirement to keep the customer informed by making contact or sending a holding response. This can give an expected date for a full response or give the reason why a full response cannot be given working days of receipt
  • E-mail ‘Out of Office’ messages will be enabled at times of absence giving return dates and alternative contact details

When you visit the Parish Council offices, we will:

  • Create an accessible environment that is welcoming, safe and friendly;
  • Provide clear signage;
  • Publish our opening times;
  • Arrange a time and place for you to discuss issues in private, if requested.
  • When dealing with complaints, comments and compliments, we will:
  • Provide you with information about how to report a complaint, comment or compliments;
  • Record all complaints, comments and compliments and use them to review and improve our
  • services;
  • Acknowledge all complaints within five working days;
  • Treat Complaints confidentially and fairly;
  • Tell you how you can take your complaint further if you are not satisfied with our response
  • Apologise when we are at fault and do our very best to put things right.

What we expect from our Customers:

In times of trouble or distress, some people may act out of character when accessing Council services. There may have been upsetting or distressing circumstances leading up to a customer contacting the Council.

The Council believes that all customers have the right to be heard, understood and respected. However, the Council also believes that employees have the same rights. We, therefore, expect customers to be polite and courteous in all dealings with the Council.

The Council will not tolerate aggressive or abusive behaviour, unreasonable demands or unreasonable persistence; this includes any threat, abuse or harassment towards employees on social media (e.g. Facebook) which will be reported to the police. Any threat of physical violence will always be reported to the police.

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