Customer Access Strategy

This survey closes on 16 June, 2025.

We're currently conducting a customer experience survey, asking residents for their views on contacting the council for information or accessing services.

The survey is open to Swale residents, as well as their family members, carers and advocates, and everyone is encouraged to share their honest feedback and experiences.

Why we are consulting

We are reviewing our Customer Access Strategy and invite your comments about how you feel we are doing.

The Customer Access Strategy relates not only to the front line staff, but all service providers throughout the council who have contact with members of our public who use our services, irrespective of the method of communication used, we aim to provide excellent and efficient services to everyone.

How to participate

Please submit your response prior to the end of the survey period to ensure your comments can be properly considered.

To take part, complete our online survey.

If you would prefer a paper copy or need assistance filling in the survey, then speak to a member of staff at Swale Community and Voluntary Services.  Their address is:

• Swale Community and Voluntary Services
• Central House
• Central Avenue
• ME10 4NU

Every resident who completes the survey can enter into the free prize giveaway to receive a 7 day Gym, Swim & Workout Classes membership at Swallows Leisure Centre or Sheppey Leisure Complex. In addition, one lucky person will win a year's membership for Gym, Swim & Workout Classes.

Please ensure that you tick the relevant box at the end of the survey and provide your contact details to participate in the free prize giveaway.

Prize draw terms and conditions

1. This giveaway is organised by Swale Borough Council, Swale House, East Street, Sittingbourne, Kent ME10 3HT. By entering this giveaway, entrants agree to be bound by these Terms and Conditions of Entry.
2. The giveaway is open to people who live in the region of Swale Borough Council, as well as their family members, carers and advocates
3. Entrants must be over 18 years old
4. There is no entry fee and no purchase necessary to enter this giveaway
5. The closing date for entry is the 16th June 2025. After this date, no further entries to the giveaway will be accepted
6. Each survey participant can enter one entry into the giveaway
7. The organiser reserves the right to cancel or amend the giveaway and these terms and conditions without notice. In the event of any changes to the giveaway the organiser will endeavour to notify entrants as soon as possible, but this may not always be possible
8. The organiser is not responsible for inaccurate prize details supplied to any entrant by any third party connected with this giveaway
9. The prize is as stated and no cash or other alternatives will be offered. It is not transferable
10. The administrator of the prize is Swale Community Leisure Centre, Central House Central Avenue, Sittingbourne, ME10 4NU
11. I understand in order to administer the Gym, Swim & Workout Classes membership, my information will be shared with Swale community leisure centre
12. The administrator will notify the participants by email or telephone. If the entrant cannot be contacted or does not claim the prize within 30 days of notification, the administrator reserves the right to withdraw the prize from that participant
13. The organiser’s decision in respect of all matters to do with the giveaway will be final and no correspondence will be entered into

Privacy statement

As data controller we ensure that processing is carried out in accordance with the Data Protection Act 2018 and the UK General Data Protection Regulation. To run the giveaway, we process the personal information you provide as part of your entry, with your consent. We will only share your information when necessary to run the giveaway or if required by law. We may also use limited personal information for promotional purposes, but only with your permission. The lawful basis which enables the Council to process your data for this purpose is Consent, Article 6, paragraph (a) of the UK GDPR. The information will be stored and destroyed in line with the Council’s Retention and Deletion Schedule. The information provided will be used in conjunction with our Privacy Notice.