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Join our Citizens' Panel to share your views on issues and services.

Customer care

What you can expect from us

We aim to:

  • answer telephone calls within one minute (in office hours)
  • see you within 15 minutes of arriving in reception
  • acknowledge social media messages within ten working days
  • resolve your complaint/request with your first contact - if possible
  • respond to complaints/requests that need investigation within five working days

We can arrange private meetings if necessary.

If we do not meet these standards you can make a complaint online.

What we expect from you

You should:

  • tell us about any changes in your circumstances as soon as possible
  • treat our staff with dignity and respect

We have developed a pdf icon persistent complainants policy [56kb] to deal with people who make unreasonable demands on our services.

pdf icon Full details of our customer care commitment [1Mb]

 

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