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Customer service standards

Contacting the council

Customers contacting the council are encouraged to access services on our website, which are available 24/7. 

For other ways of contacting us, we aim to provide the following standards of service.

Phone 

  • answer your phone calls within 5 minutes
  • respond to callback requests within 10 minutes.

Appointments in person 

  • book appointments for meetings in our contact centre, on request, by the next working day.

Online contacts

  • acknowledge emails and service requests within 24 hours.

Post

  • Send written communications, to the correct department, within 1 working day

Translation and interpretation 

  • Arrange for translation or interpretation services on request if available or by appointment the next working day
     
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