Policies and Standards

In striving to continually improve its Customer Care and Services the Council has introduced a Customer Charter and Service Standards from 1 January 2006.

Policies and Standards

Customer Charter
The Council is committed to providing good quality, customer-focused services to its customers. This document details the values and standards the Council will strive to achieve. Customers in turn are expected to behave appropriately and the circumstances where inappropriate behaviour by customers could result in a service being stopped are detailed here.

Service Standards
The Council has established service standards which are set out in this document and let you know what you can expect when you deal with the Council. Again, in striving to continually improve standards the Council will annually monitor its performance against these standards. Where we are able, we will seek to improve these standards and where we have failed to meet the standards we will take appropriate action to improve performance.

Race Equality Scheme (PDF, 198kb)
This Race Equality Scheme sets out the strategy by which the Council will work towards its aims with regard to its general and specific duties under the Race Relations Act 1976 as amended by the Race Relations (Amendment) Act 2000.
The Scheme provides an outline of our duties under the Act; maps our current position; states our race equality aims; how we will implement our duties; provides more detail on specific actions; and an action plan showing timescales and responsibilities.

Diversity and Equality Policy (updated 2006) (PDF, 24kb)
North Norfolk District Council recognises that individuals and groups may experience disadvantage and discriminatory treatment. It is committed to promoting equality of opportunity, eliminating unlawful and unjustifiable discriminatory treatment and reducing disadvantage in all its activities: as a community leader, service provider and employer.

RIPA Policy (revised September 2008) (Word, 123kb)
This policy document seeks to embody the requirements of the RIPA 2000 Act in such a way that if authorisations are obtained and used in accordance with the provisions of this document and any directed surveillance or use of a covert human intelligence sources will be lawful.






Ethical Standards and Probity

North Norfolk District Council is determined that the culture and tone of the organisation is one of honesty, integrity and opposition to fraud and corruption. There is an expectation and requirement that Council Members and staff will lead by example in these matters and that all individuals and organisations associated with the Council will act with integrity. Members and Officers are bound by protocols and codes of conduct that are designed to uphold standards of conduct and probity. These protocols cover a wide range of issues including personal conduct, gifts and hospitality and financial and other interests. There will be occasions when these standards are not met. If you have a concern about improper conduct at the Council or by one of the Council's contractors you can report those concerns in confidence to the Monitoring Officer: emma.duncan@north-norfolk.gov.uk tel: 01263 516045, or Audit Manager: peter.gollop@north-norfolk.gov.uk tel: 01263 516050.

Chief Finance Officer Protocol (Word, 45.5KB)
The Chief Finance Officer is a statutory appointment pursuant to Section 151 of the Local Government Act 1972. The current responsibilities of the Chief Finance Officer role rests with the Strategic Director (Resources), who undertakes to discharge these statutory responsibilities in a positive way and in a manner that enhances the overall reputation of the Council.

Code of Corporate Governance (Word, 170KB)
Governance is about how local government bodies ensure that they are doing the right things, in the right way for everyone, in a timely, inclusive, open, honest and accountable manner.

Employee Code of Conduct (Word, 48.5KB)
The public is entitled to expect the highest standards of conduct from all employees who work for local government. The Code lays down guidelines which aim to maintain and improve standards and protect employees and the Council from misunderstandings or criticism.

Fraud and Corruption Policy (Word, 47.5KB)
The Council expects Members and Staff at all levels to lead by example in ensuring adherence to legal requirements, rules, procedures and practices. The Council also expects that individuals and organisations (eg suppliers, contractors and service providers) that it comes into contact with, will act with integrity and without thought or actions involving fraud and corruption.

Member Code of Conduct (Word, 51.5KB)
The Code lays down guidelines which aim to maintain and improve standards and protect Members of the Council from misunderstandings or criticism.

Monitoring Officer Protocol (Word, 46KB)
The Monitoring Officer is a statutory appointment pursuant to Section 5 of the Local Government and Housing Act 1989. This protocol provides some general information on how those statutory requirements will be discharged at North Norfolk District Council.

Prosecution Policy (Word, 26KB)
This Council is committed to protecting the public funds that we are responsible for administering. The Council will take action in respect of offences which have been committed, whether of a financial or non-financial nature, having due regard to all the circumstances.

Whistleblowing Policy (PDF, 60.7KB)
The Council is committed to the highest possible standards of openness, probity and accountability. In line with that commitment it expects employees, members, contractors and members of the public who have serious concerns about any aspect of the Council's work to come forward and voice those concerns.



Miscellaneous Protocols

These documents relate to various aspects of how the Council operates and are intended as a guidance for both staff and elected Members.

Arrangements for Notification of Members (Word, 31KB)
This protocol sets out the manner in which to notify Members of any matter or matters where there is a requirement to do so under the Council's Scheme of Delegation, Standing Orders, Terms of Reference, Scheme of Allowances or elsewhere.

Have Your Say Leaflet (Word, 68KB)
Have your say on Planning Applications and Tree Preservation Orders.

Planning Protocol (Word,97KB)
This protocol sets out the practices that North Norfolk District Council follows to ensure that its planning system is fair and impartial.

Planning Protocol for North Norfolk District Council Developments (Word, 39KB)
This protocol aims to clarify arrangements for preparing and submitting schemes for planning permission involving the development of land by or on behalf of the Council, or where the Council is working in partnership with another organisation.

Protocol on Forums (Word, 28KB)
This protocol sets out how the Council recognises that in addition to its formal Committee structure, there is a place for bodies which can meet to discuss issues on a less formal basis.

Protocol on Member Officer Relations (Word, 55KB)
This protocol is to guide members and officers of the Council in their relationships with one another. The protocol seeks to reflect the principles underlying the respective Codes of Conduct.

Protocol on Reporting Lines (Word, 28KB)
This protocol is intended to give guidance as to where the various informal bodies set up by the Council shall report.

Protocol on the Representational Role of Councillors (Word, 41KB)
This protocol sets out the way in which constituents might seek to contact and influence their local Councillors and also the ways in which Councillors might seek to represent those views and concerns within the Council's governance arrangements.

Protocol on the Role of the Chairman of the Council and Committees (Word, 29KB)
The Chairman of the Council or indeed any Chairman may from time to time be faced with difficult decisions as to how he or she should act in particular situations. This protocol attempts to assist in such circumstances.

Protocol on Select Committees (Word, 31KB)
This protocol sets out how a Committee of the Council may appoint Select Committees.



Miscellaneous Strategies

Communications Strategy (PDF 61Kb)
Good communications are essential for local authorities to engage effectively with local residents, stakeholders, partners and their own Members and staff. Good communications can encourage community engagement.



Miscellaneous

Competition Rules - Terms and Conditions
The full terms and conditions for North Norfolk District Council competitions.