Our Promise To You

Our aim is to make the process of contacting us as easy and as simple as possible.

The information on this page is part of that process and sets out the level of service you can expect once you contact us. This is our service pledge to you.

How to contact us

Reception

The reception at 16 Church Road is open from 8.30am - 5.00pm Monday to Thursday and from 8.30am - 4.30pm Fridays.

Telephone

Our aim is to answer telephones quickly, normally within 5 rings.

If the appropriate member of staff is not available, we will phone you back within 24 hours.

If we cannot answer the telephone, you will be able to leave a message.

Correspondence

Letters - If you write to us we will acknowledge receipt of your letter within 5 working days and aim to provide you with a full written response within 10 working days.

Emails - Our aim is to acknowledge your email within 1 working day, and provide a full written response within 10 working days.

Our aim is to put the customer first and provide the best service possible.

We are committed to continuously improving our service to you. Our aim is to provide an excellent service, which appreciates customers individual needs.

General Appointments

All of our Officers carry ID cards and these cards will be shown to you on arrival.

We can also set up passwords for identification purposes, if you prefer.

Our aim is to ensure that no group or individual will be disadvantaged because of their race, disability, religion, gender or age.

Signposting

If we cannot help you directly, we will endeavour to put you in touch with a department or organisation that may be able to help you further.

Your views and opinions are very important to us, we believe that the involvement of customers is key to the continuing development of our service.

Commendations

You may have a compliment, (for instance you have found a particular service or member of staff helpful).

We will pass on your commendations to the staff involved.

Comments

You may have ideas about how we could do things better.

We will consider carefully all comments that are received to see how we can improve our service.

Complaints

If you are unhappy with our service, we will investigate your complaint and look carefully at the issue you have raised.

We will respond to a complaint as quickly as possible. Generally this will be within 10 working days. However, issues involving Children, Education and Social Care may take up to 28 days to investigate fully. If a complaint is particularly complicated and likely to take longer than 10/28 days we will advise you of this.

You can download a copy of the Customer Service Charter below which has all of the above information. Alternatively, you can contact the Private Sector Housing Division for a copy.

To see how we are keeping to our promise, click here