How we respond to you
When you call us
We will aim to:
- answer your telephone call within 30 seconds
- where demand for our services is high, such as Council Tax and Housing Benefit, and wait times are expected to be long, inform you of the estimated wait time and offer alternative ways to resolve your enquiry.
When you write to us
- by email - we will aim to acknowledge your email or web form within 24 hours of receipt and aim to reply within 3 working days. If the matter is complex, and your email cannot be answered within 3 working days, we will inform you of how long it will take for us to answer.
- by letter or fax - we will aim to reply to your letter or fax within 5 working days of receipt. If the matter is complex, and your letter or fax cannot be answered within 5 working days, we will inform you of how long it will take for us to answer. We will avoid jargon, and do our best to explain things clearly.
- for Freedom of Information requests - we will aim to acknowledge your request within 24 hours (Email) or 5 working days (Letter). If we are able to provide the information that you have requested, you will receive this within 20 working days.
When you visit us
We will aim to see you within 15 minutes of your arrival at any of the council's reception points. If this is not possible, we will explain why and let you know how long it will be until someone can see you.
If you have made an appointment, we will aim to see you within 5 minutes of the appointment time. If this is not possible, we will explain why and let you know how long it will be until someone can see you. We will endeavour to let you know within 24 hours if we need to change the time of the appointment or will be late.
If we need to visit you, we will:
- carry clear documentation that identifies us as council employees or contractors
- aim to arrive within 15 minutes of any pre-arranged appointment
- endeavour to let you know within 24 hours if we need to change the time of the visit or will be late