What to expect when you contact us

We want every interaction with us to be clear, timely and respectful. Whether you contact us online, by phone, in writing, or in person, we work to clear standards so you know what to expect.

  • Our Promise: simple, personal, caring

Online services

  • Our website is available 24/7 for reporting issues, requesting services, and finding information.
  • We’re expanding our digital services to make it easier for you to get things done at a time that suits you.
  • If you need help using online services, we’ll support you to find the best way forward.

Phone calls

  • We prioritise calls from our most vulnerable residents.
  • For prioritised services, we aim to answer calls within 3 minutes.
  • For other services, we aim to answer within 5 minutes, though this may vary during busy times.
  • If specialist advice is needed, we’ll transfer you or arrange a call back.
  • Our Out-of-Hours team is available for emergencies when our Contact Centre is closed.

Letters and emails

  • We’ll acknowledge your contact and explain how it will be handled.
  • If we need more information, we’ll contact you within 10 working days.
  • You’ll receive a full response or be told who is handling your enquiry and when to expect a reply.

In your community

  • If you speak to a colleague in your community, they’ll help directly or guide you to the right contact.
  • If you raise an issue with your local Councillor, they’ll respond or ensure a colleague follows up.
  • For recurring issues, your Neighbourhood Manager and Councillor will work with you and partners to find solutions.