Our service commitments for each channel are:
Online services
For our online customers, we aim to:
- provide access to information about all council services
- provide a webchat service where you can chat to a customer service officer to get an answer to your query
- offer electronic forms for common front-line service requests
- enable most Council bill payments online
Telephone services
For our telephone customers, we aim to:
- ensure 93% of our customers can reach us on the first try on our main service lines
- ensure our officers are available to take calls between the hours of 8am and 5pm Monday to Friday (excluding weekends and bank holidays)
- provide emergency support outside of the above hours including weekends and bank holidays
Face-to-face services
For our face-to-face customers, we will have officers available to meet customers on Monday, Wednesday and Fridays between the hours of 10am and 3pm in the Westgate library on the 2nd floor.
Additional services
For service standards of individual teams, please visit our Service standards for individual teams page.
