Customer Charter

At Babergh and Mid Suffolk District Councils, we believe everyone should be able to access and use our services with ease. This charter explains how we support residents who may need extra help or adjustments to engage with us.

Who This Charter Is For

We understand that anyone can face challenges at different times in life. You might need support because of:

  • A physical or mental health condition
  • Bereavement or a major life event
  • Financial hardship
  • Communication or language barriers
  • Digital exclusion
  • Housing or environmental issues
  • Social isolation
  • Any other situation that makes it harder to access our services

Our Commitments to You

We aim to adapt our services to meet your needs. This may include:

  • Communicating in your preferred format (e.g. large print, braille, translation)
  • Offering support with forms or online services
  • Allowing extra time for appointments or responses
  • Providing personal contact or involving a trusted advocate
  • Listen and respond to your needs
  • Advance equality of opportunity for all residents
  • Consider whether your situation may be a safeguarding concern
  • Record and respond to vulnerabilities consistently
  • Equip our staff with the training, resources, and guidance they need to support you
  • Share data regarding your circumstances in emergency situations, such as flooding to help services support you in crisis situations.
  • Use your feedback to improve what we do

Examples of Adjustments We Can Offer

We can:

  • Provide information in different formats
  • Aim to use your preferred way to contact you (like post, email, or phone)
  • Offer in person support or different ways to meet, where appropriate
  • Give you more time or support during appointments
  • Let someone you trust speak for you
  • Extend response times if needed
  • Refer you to other organisations for extra help
  • Work with other services to support you

How to Ask for Support

If you need help or want to ask for an adjustment:

How We Keep Improving

We regularly review how we support vulnerable residents by:

  • Listening to feedback from residents and community groups
  • Using data to understand where we can do better
  • Updating staff training and tools
  • Making sure our letters and websites are easy to understand
  • Working with others to improve services

Our Legal Duties

This charter supports our responsibilities under the Equality Act 2010, the Public Sector Equality Duty, and other relevant legislation including the Care Act 2014 and the Human Rights Act 1998, ensuring everyone can access services fairly and with dignity. It also reflects our role as a social housing provider, making sure our services meet regulatory standards and contribute to equitable outcomes for all tenants.