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Customer care standards

  • We aim to see customers who come to see us at our initial reception within 15 minutes of arrival.
  • If your visit is only to bring documents to be copied ( free of charge ) we will try to do this within 15 minutes of arrival.
  • If you have a query and documents to be copied or forms to be completed, we will try to do this within 30 minutes of first arrival. We will try to keep you waiting no longer than 1 hour altogether.
  • However, we are busier on Mondays and Tuesdays so you may have a longer waiting time on these days.
  • We can also deal with enquiries by telephone ( 0845 111 2855 ) or book an appointment if your enquiry is more complex.
  • We will give you a receipt for any documents we have copied.
  • If you need us to arrange an interpreter we will try to do this within 3 working days.
  • If you need an appointment or home visit we will try to arrange this within 14 days of the request.

Customer care standards

  • we will handle your enquiry promptly
  • we will provide an accessible, responsive and informative service which meets your needs
  • we will be fair and courteous
  • we will be helpful and will strive to go the extra mile to meet and/or exceed your expectations
  • we will ensure that all our people are professional, well trained and knowledgeable
  • we will ensure information we hold about you is kept confidentially and is only used to deal with your council tax benefit, housing benefit and free school meals
  • we will ask you what you think about our service to help us to improve it
  • we will try to deliver what you need

If you come to see us

  • Our office is open from 8.45 am to 5.15 pm Mondays to Thursdays, and 8.45 am to 4.45 pm on Friday
  • We aim to see you at initial reception within 15 minutes of your arrival
  • You will be given a numbered ticket when you register at reception
  • If your visit is only to bring documents to be copied we aim to do this within 15 minutes of your arrival
  • If you have a query or forms to be completed, we aim to do this within 30 minutes of your arrival.
  • If you have an appointment we aim to see you within 15 minutes of the time of your appointment
  • Our busiest days are Mondays and Tuesdays and waiting times may be longer on those days
  • If we can’t deal with your enquiry we will direct you to the appropriate person
  • If you are unable to come to see us because of serious ill health or a disability we can arrange to visit you in your home. We will try to arrange the visit within 7 days of you requesting it.

What we expect from you

  • We expect you, in return, to treat us with respect. The council will not accept violent, aggressive or abusive behaviour. Staff will report any incidents, which may be referred to the Police and prosecution may follow.
  • Assist us in dealing with your claim quickly by providing, wherever possible all the information we require. Please see separate note for details. However, if you don’t have all the information tell us, please do not delay claiming.

This page was last updated on 28 May 2008