Council Gets Top Marks for Customer Care

9th April 2008

Photograph of Council Gets Top Marks for Customer Care

The Highland Council has been awarded the Charter Mark Standard for excellence in customer service delivery for its network of 37 Service Points and its Service Centre at Alness.

After first achieving Charter Mark status in 1999, this is the fifth time that the Cabinet Office has presented the Council with this UK Government award which recognises top quality service delivery.

The Council's Service Centre at Alness handles on average 6,000 to 6,400 telephone calls each week from the public. Last year, 299,188 calls were dealt with and 98% of customers surveyed said they were satisfied with a further 97% saying that they were very or extremely satisfied with the service.

Customers can also get face to face access to a wide range of services five days a week by visiting one of the 37 Service Points in person. Services include payment of rent, council tax and other council bills; arrangement of special refuse collections; application for local authority housing and report repairs and faults; application forms for a range of council benefits, including housing and council tax benefit, free school meals, school clothing grants and travel cards.

During a visit to the Service Centre in Alness, The Highland Council Convener, Councillor Sandy Park took the opportunity to thank frontline staff for the first class service they provide to the public.

Councillor Park said: "Our Service Centre in Alness, and the network of Service Points we have across the Highlands are our front door to the public, a flagship service which puts customer needs and aspirations first. Due to the geographical spread of the Highlands, it is challenging for us to provide services locally but feedback from the public is that they appreciate the service we provide. Everyone within the network deserves tremendous credit for the amount of work that has gone into providing the high level of service which has resulted in Charter Mark success. We are continually monitoring how we are doing and I would like to assure all our customers that we will carry on looking at ways of improving and developing our performance even more."

 

Related Businesses

 

Related Articles

31/10/2026 : Local Authority

Caithness at the Sharp End: Broadband, Buses and Public Services Under Pressure

From the loss of a direct bus link to Inverness to uncertainty over rural broadband, a difficult council budget and the future of community organisations, the past week has provided plenty for Caithness residents to think about.  But there have also been celebrations, local achievements and signs of community spirit.  

31/10/2026 : Local Authority

 
Highland Council Faces a £39.2 Million Budget Gap: Will Council Taxpayers and Services Pay the Price?

Highland Council is facing another difficult financial challenge, with councillors being told that a further £39.2 million in savings must be found over the next three years to balance the authority's finances.   The announcement, made at the full council meeting on 29 October 2026, represents a substantial deterioration in the financial outlook.  

30/10/2026 : Local Authority

 
Highland Council Visitor Levy Consultation In-person Events Announced

Residents, businesses, community groups and visitors are encouraged to continue to take part in a series of public engagement events to learn more about the proposed Highland Visitor Levy and how they can contribute to the statutory public consultation.   In addition to the online webinars held earlier in the process, a programme of in-person events will continue throughout November.  

30/10/2026 : Local Authority

The Highland Council agrees budget engagement programme

Members of the public, community groups, the business sector and young people will be invited to share their views on how The Highland Council balances its budget and plans spend over the next three years.   The Council needs to find £39.2 million of additional savings over the next three years to deliver a balanced financial plan, driven largely by the impact of rising costs and the ongoing impact of wider economic events.  

29/10/2026 : Local Authority

The Hidden Cost of a 1% Capital Budget Cut: Could Scotland's Schools, Roads and Highland Investment Plans Be Affected?

The Chancellor's decision to reduce departmental capital budgets by 1% could have consequences well beyond Westminster.  Scotland faces a reduction in capital funding, while Highland Council is embarking on a £2.1 billion investment programme that includes a proposed £100 million education campus in Thurso.  

28/10/2026 : Local Authority

When Fuel Prices Rise, Who Pays the Bill for Public Services?

Councils, the NHS and other public bodies face a difficult choice when rising diesel and energy costs threaten the contractors they depend on.  School transport in rural Scotland illustrates the problem.  

27/10/2026 : Local Authority

Gaelic Spending Under Scrutiny: Can Highland Council Afford Another Post While Jobs Are Under Pressure?

The council has legal responsibilities to support Gaelic, but with budgets stretched and services facing difficult choices.  Residents are entitled to ask how priorities are decided across the Highlands.  

24/10/2026 : Local Authority

 
Libraries, Leisure Centres and Local Culture Face Growing Pressure as Council Charges Rise

Audit Scotland warns that cuts to community services could deepen inequalities, while councils lack the evidence to measure the full consequences.   Scotland’s councils are spending less on culture and leisure services while asking the public to pay more to use them, raising questions about the future of libraries, swimming pools, sports facilities, museums and other important parts of community life.  

23/10/2026 : Local Authority

Trading Standards warns of Council Tax refund scam emails

The Highland Council has received reports from customers who have been sent emails containing links to claim an alleged Council Tax refund.   The emails appear to be from a sender describing themselves as the "Council Revenue Authority" team.  

14/10/2026 : Local Authority

Highland Council's Offices: Go Digital, Bring in Mobile Offices and Save Money?

The banks have closed branches across the Highlands and customers have adapted.  With Highland Council facing serious financial pressures, is it time to rethink permanent offices and take council services directly to the people who need them? There was a time when going to the bank meant visiting a branch.