Our Business Plan

These standards cover operations supervised from the council offices at Millmead House and Stoke Park Nursery Office.

This document should be used together with the Parks Strategic Objectives and Action Plan which describes plans and targets to improve the service.

Answering the telephone
Within 15 seconds in normal office hours i.e. 9.00am to 5.00pm Monday to Friday excluding Bank holidays

Replying to letters
Most responses sent within 5 working days, 10 working days is the maximum period (this response may be one of our targeted acknowledgement cards)

Customer Feedback (complaints and compliments)
Dealt with in the first instance as per the officer named on the site list. If not resolved then by Head of Parks & Countryside or Head of Operational Services, including the Council's complaints procedure when appropriate.

Children's Playgrounds
We will inspect 3 times a week. Damaged equipment will be made safe and repaired within 7 days. Offensive or derogatory graffiti will be removed within 48 hours.

Parks Patrol
Will be on duty until at least 8 pm every night of the year. Will respond with a site visit to 80% of call-outs within 30 minutes. Will carry out at least 5 dog fouling awareness and education events per year. Will carry out a minimum of 6 ticket checks on tennis court users per season.