Customer Service Promise

Excellent customer service is one of our key values and all our staff are committed to delivering the best possible standard of service to our customers.


Delivering a great service to you, our customers, is the Council's top priority, which is why we have set our new standards in customer care that we promise we will meet. We have done this so you know what level of service to expect from us and you can let us know how we are doing.


We are also improving the way we deal with your enquiries and complaints. They will all be recorded and tracked onto a single system to ensure a conclusion - whether in person, via email, telephone or letter.


What you as a customer can expect from us


  • We aim to get it right first time, every time, so that you don't have to keep contacting us about the same issue.

  • We will provide accurate and clear information in response to your enquiries.

  • We will be open and honest about what we can or cannot deliver.

  • We will be attentive, friendly, polite, considerate and professional at all times.

  • We will use plain English, avoid jargon and technical terms, and will arrange for a translator if English is not your first language.      

  • If you need special help we will try to make arrangements that meet your needs.

  • We will ask you what you think about how we have performed. 

   Enquiries via our website

Our website is an ideal place to go to find information about council services and this is always available to access at your convenience. We will ensure that information contained on the site is accurate and up to date and some services are available via the self-service facility. Development of this is ongoing.


Enquiries via emails

We will acknowledge receipt and, where possible, reply to your e-mails within 5 working days.  If we are unable to reply within 5 working days we will let you know when you can expect a full response. If the officer you need is out of the office you will receive an e-mail response advising you when they will be available and who to contact in the meantime if your enquiry is urgent.

Phone enquiries

Our telephone enquiry linesare open between the hours of 9.00am to 5:00pm Mondays to Fridays.  We aim to answer your call promptly, but at busy times we will advise you if you are in a queue and we will endeavour to keep your waiting times as short as possible.   

Enquiries made by letter

We will respond to enquiries made by letter within 5 working days. In most cases this will be a full response but if the issue will take longer to investigate or resolve we will let you know when you can expect a full response.

Enquiries made in person 

  • Our Customer Services team aim to see you within 15 minutes, and to deal with most transactions at the first point of contact.

  • If your enquiry cannot be dealt with by our Customer Advisors, we will put you in touch with a council officer who can help you.

  • If we cannot help with your enquiry we will do our best to give you the details of an organisation or person who can. 


Customer Feedback


We publicise our Complaints and Feedback Policy so that customers can give us useful feedback about our services. 


Contact us