Our Customer Service Standards


For our online customers we aim to ensure that:

  • We provide access to information about all Council services.
  • We provide an electronic form for common front-line service requests.
  • You are able to pay most Council bills on-line.


For our telephone customers we aim to ensure that:

  • 95% of our customers can reach us first time on our main service lines.

Face to face

For our face-to-face customers we aim to ensure that:

  • We encourage customers to make an appointment where possible so that we make the most of our meeting with you.
  • If you request an appointment we will find you a suitable appointment time within 3 working days. We aim to see 90% of our customers within 15 minutes of that appointment time.

If you arrive without an appointment:

  • We offer you the opportunity to telephone our contact centre from our reception area; or
  • We will see you as soon as the next available Customer Services Officer is available; or
  • We offer to dispatch your original documents in our secure post system; or
  • We can book an appointment for a more convenient time.

Other services

Our service standards for individual teams are available on our downloads page