Our Service Standards form part of the agreement between Manchester City Council (the council) and you. They apply to both individual traders and tenants for the use of markets and trading spaces at any of our neighbourhood markets and the wholesale market that we operate. The Service Standards apply to any markets that are managed by the council’s Markets Service.
We recognise that - in order to develop and maintain vibrant markets - we need to work closely with you; our traders and tenants. These service standards aim to give a clear understanding of roles and expectations, build on and develop good working relationships between us, and promote co-operation.
What you can expect from the council
- We will operate our markets to fully comply with current health, safety and fire regulations, making them safe places to shop and trade.
- Our staff will be polite and helpful, and will treat all traders, tenants and customers with respect.
- We will manage our markets in such a way as to make sure they provide a safe environment, free from discrimination, where all sections of the community can trade together.
- We will not tolerate abusive behaviour.
- We will consult with you on any issues that affect your business.
- Our markets staff will make time to listen to your ideas and discuss any problems. If you do need to contact us with a problem, we will tell you what action we propose to take to resolve it.
- In difficult or complex situations, we will respect your views and seek a mutually satisfactory solution.
- We will answer written enquiries within ten working days of receiving them. If we cannot give you a full reply in that time, we’ll acknowledge your enquiry, let you know when you can expect a response and tell you why there is a delay. All our responses will be clear and easy to understand.
- We will provide facilities for the disposal of general waste. Note that we will always encourage you to recycle as much as you can.
- We will provide opportunities and advice for you to develop and grow your business.
- We will commit to working together, bringing together our strengths to attract shoppers.
- We will regulate and enforce any breach of the service standards.
What we expect from you - our traders and tenants
- Your agreement to trade under the terms and conditions of the service standards and occupancy agreement
- High standards of customer care.
- Respect for fellow traders / tenants and their views, and a willingness to seek a mutually satisfactory solution in difficult or complex situations.
- The same respect and courtesy that you expect from us.
- You will not use abusive language or threatening behaviour to any staff, other traders and tenants, or members of the public.
- You’ll help us improve the markets service by providing feedback and suggestions.
- You will not undertake any illegal activity or anything else that would bring our markets into disrepute.
- Your commitment to working with us to attract shoppers.