Our service standards set expectations for residents requesting service from us. For specific applications, the relevant web page tells you how long an application should take.
You can read more about our commitment to customers in our customer charter (PDF).
Written and email correspondence
We aim to respond to all written and email written correspondence within ten working days. Where we are unable to do so, we will let you know why. If you do not hear from us within ten working days you should make a formal complaint.
In-person visitors
We aim to see customers visiting our offices within 15 minutes. However, at busy times, particularly Mondays, that may not be possible.
Complaints
We have a target to respond to complaints as follows:
- Stage 1 within ten working days
- Stage 2 within 20 working days
You can read more information about complaints, including our performance for complaints handling:
Freedom of Information (FOI) requests
We respond to FOI requests within 20 working days. This is a requirement set by the Information Commissioner. See also:
Subject access requests (SAR)
We respond to requests for personal information we hold about you within 30 calendar days. This is a requirement set by the Information Commissioner. See also:
