Written and email correspondence
We aim to respond to all written and email written correspondence within 10 working days. Where we are unable to do so, we will let you know why. If you do not hear from us within 10 working days you should make a formal complaint.
Face to face visitors
We aim to see customers visiting our offices within 15 minutes. However, at busy times, particularly Mondays that may not be possible.
We will publish weekly, details of the number of visitors who come to the Civic Centre and the average waiting times, in the main reception hall.
Complaints
We have a target to respond to complaints as follows:
Stage 1 within 10 working days
Stage 2 within 10 working days
Stage 3 within 35 working days
Stage 4 within 28 working days
For more information about complaints including our performance for complaints handling visit the link on the right.
Freedom of Information requests
The Information Commissioner requires us to respond to all FOI requests within 20 working days.
Data Protection Act requests
The Information Commissioner requires us to respond to all DPA requests within 40 calendar days.
Graffiti removal
If the graffiti is racially offensive or abusive and on council owned property we will undertake to remove it within 24 hours or by the next working day. If other graffiti on council owned property is reported we will endeavour to remove it within 3 working days.
Abandoned vehicles
We aim to visit a vehicle reported as abandoned within 24 hours of the report. We aim to remove 90% of all confirmed vehicles reported as abandoned within three working days.