Coronavirus advice, support and Community Hub

Latest on keeping safe, accessing support and local services

Customer service standards

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.

Complaints

We have a target to respond to complaints as follows:

  • Stage 1 within 10 working days
  • Stage 2 within 20 working days

More information about complaints including our performance for complaints handling.

Freedom of Information requests

The Information Commissioner requires us to respond to all FOI requests within 20 working days.

General Data Protection Regulations (GDPR)

The Information Commissioner requires us to respond to all GDPR requests within 30 calendar days.

Our Customer Charter

rating button