Newcastle City Council is committed to providing excellent customer services to our residents, tenants, businesses, and visitors. Customer Service is at the heart of everything we do. We aim to deliver services that are accessible, responsive, and efficient.
Newcastle is a great place to live, work, and visit. We want to be a council that listens to our customers, understands your needs, and delivers services that meet or exceed your expectations.
We want to deliver the best possible services to everyone who lives, works, studies in or visits our city.
Our commitment to you is that we will:
- treat you fairly and with respect
- make sure that everyone has equitable access to our services
- listen to you and try to understand your point of view
- be polite, well informed and take pride in what we do
- support you to access our online services if you want to use them
- respect your right to privacy and confidentiality following General Data Protection Regulation (GDPR)
- use Plain English and avoid jargon
- listen to feedback and use it to help shape our services
Comments from our residents
“I felt listened to. The Council Tax team showed great empathy and helped me to organise my payments.”
“The team who repaired the broken pavement outside my property did an amazing job. Thank you!”
“Professional, pleasant, informative and very practically helpful”
“Adult Social Care staff were very professional and informative as to what was available to me whilst being friendly and empathetic. When they left my confidence had been restored”
Future commitments to you
Our customer commitment is part of our long-term plan. From 2026 we will also include in our customer commitment that we will:
- do our best to answer your enquiry at your first point of contact
- keep you informed about the progress of your enquiries
- do what we say we are going to do, or tell you if there is a delay or change
The way we're contacting you is changing
We are making it easier for you to get letters from the council.
Some letters might come by email or text instead of by post, if we have your email address or mobile number.