Customer Service Standards

We make every contact count and get it right first time.

We aim to repsond within

 5 rings      10 minutes      5 days

We are customer focused.  To build customer satisfaction we'll listen and learn from what you tell and ask us, to solve your issues during your first contact with us.  

You are at the heart of everything we do and we show this through providing excellent customer service across our council every time you contact us.



You can apply for things, tell us things and pay for things using this website, or you can email us directly.

Telephone contact

Our Customer Contact Centre is the next point of contact for you, if you can't do what you need on this website.  Call us on 01757 705101.  You'll hear an automated message and can select options depending on what you need.  Our advisors aim to answer calls within two minutes.

Face to face contact

We aim to greet you within ten minutes of arriving at a council building or event.

Written contact

We'll always respond as soon as we can and make sure our responses are clear, accurate and easy to understand.


Emails received by our Customer Contact Centre are acknowledged and responded to within two working days.  Where we can't resolve your enquiry at the first point of contact, it'll be passed on to the relevant department.  You should usually expect a response withing five working days.  There are exceptions to this - listed below under 'speclialist queries'.


The standard for acknowledging letters received at our Customer Contact Centre is two working days, either by answering the query there or passing to the relevant department.  You should expect a full reply within 20 working days.

Specialist queries

Freedom of Information requests (FOI)

We aim to acknowledge an FOI request withing three working days and you must receive a response within 20 working days.

Anti-social behaviour (ASB) incident reports

High-level ASB reports are responded to within 24 hours.  All other reports should be responded to within five working days.

Planning enforcement incident reports

Planning enforcement reports are acknowledged within three working days.  You should receive a response within 20 working days.

Compliments and Complaints

Happy with our service?  Tell us about it by email.

Not so happy?  If we can't resolve it, help us improve.  Tell us about it by email.