South Lanarkshire Council and you

What you can expect from us

We aim to provide a quality service at all times, delivered by friendly employees who provide the highest standard of customer service. 

We aim to:

  • answer your phone call within five rings, give you a greeting, tell you our service or facility and our name
  • return your call within two working days if you leave your details
  • staff our reception points at all times, and make initial contact with you within 12 minutes of your arrival, and advise of any waiting times
  • wear photographic identification at all times which you can ask to inspect
  • send you a full reply to any correspondence within 10 working days, or keep you informed of progress if we can't meet this timescale. Please note that Freedom of Information enquiries and complaints have their own timescales which are shown later on this page.

Equality and diversity

If you need this information in a different format or language, please contact us to discuss how we can best meet your needs. Phone 0303 123 1015 or email

What we expect from you

We would ask you to:

  • keep your appointments
  • let us know if you are going to be late for an appointment or need to cancel
  • be in at the agreed time if one of our employees is coming to visit you at home
  • let us know the best way to contact you, for example by phone, letter or email
  • make sure we can contact you - tell us if your contact details or circumstances change
  • treat Council employees considerately. Abuse of any kind will not be tolerated, and we may record such incidents on our systems and pass details to the police

If there is anything you don't understand about the Council and our services, let us know and we will explain it to you. You can bring someone with you or ask us to explain to a friend or relative.

How we make sure our standards are met

All our services monitor their performance against the customer service standards. Reports on the mystery shopper exercise, complaints and local monitoring of standards will be presented to the Council's senior managers and are available on this website.  

Asking your opinion

We welcome feedback and will consult regularly with our customers, potential customers, employees and partners. Information from consultation will help inform service improvements. We publish details of consultations on this website, together with details of improvements we make as a result of customer feedback.

Openness and transparency

We will be open and transparent in relation to our information and decision making processes. We will only refuse to comply with requests for information under the General Data Protection Regulations, the Environmental Information (Scotland) Regulations 2004 and the Freedom of Information (Scotland) Act 2002 if the requests are in breach of these Acts. More information on this is in the Data protection and freedom of information section.