Customer Care Standards - How to Contact Us

If you have contacted the Council for any reason, we will make sure that your query is dealt with according to our high customer standards.

You can find a list of contacts in our |Address Book. Alternatively |visit the Civic Centre.

Telephone:

We will:

aim to answer over 90% of all our calls through our switchboard within 30 seconds and to answer all other calls within 10 seconds (usually 3 rings) whenever possible and regularly review our performance;
give you our name if appropriate when dealing with your call;
deal with your enquiry promptly, politely and helpfully, avoiding the use of jargon at all times;
let you know how we can help, what we can do and when we can do it, or put you in contact with the person who can assist you;
If an answer machine message is used, details will be provided of when we will be able to return your call. This will be updated regularly.
check messages on returning to the office and reply where possible by the end of the next working day;
provide an alternative contact number on any recorded message used, or divert your call to another officer where possible and
take care of your call and not transfer more than twice before offering to call you back with the information.

When you write, fax or email us we will:

acknowledge receipt of your letter or fax within 3 working days and reply within 10 working days of receiving them. If we cannot reply within that time we will write and let you know when we hope to reply in full;
acknowledge all e-mails within 24 hours and reply within 10 working days of receiving them. If we cannot reply within 10 working days, we will write and let you know when we hope to reply in full;
avoid using jargon in all our letters, e-mails and faxes;
arrange for letters to be translated, interpreted over the phone or made available in large print as soon as is practical if you request it;
provide an automated e-mail reply message if we are away from the office for more than one day, providing you with an alternative contact, details of when we will be able to return your message and
regularly review our performance.

Exceptions

Requests for information made under the |Freedom of Information Act or |Environmental Information Regulations have different legal timescales - the Council must confirm or deny that it holds the information and, usually, provide it within 20 working days.
We are unable to respond to unsolicited bulk emails, also known as "spam".

When you visit us in person, we will:

have clear directional signs to departments and display our opening times clearly;
provide a member of staff to deal with you between 8.45 am and 5.00 pm Monday to Friday,(excluding Bank Holidays) at the Civic Centre and during our opening times at our |centres for the community and at the |Elmbridge Museum
provide up-to-date information about our services in clear and easy to understand language;
advise you how to obtain information and contact the translation service if your first language is not English, if requested;
provide facilities for you if you have a visual or hearing impairment;
have induction loops available in all our front line reception areas and designated meeting rooms;
assist you with any form filling;
see you within 5 minutes if you have an appointment;
let you know how long you will have to wait and who will see you if you do not already have an appointment;
make an appointment for you if you cannot wait to see an officer;
make sure that all front line staff wear name badges;
deal with your enquiry politely and helpfully.
provide wheelchair accessibility to the Civic Centre
provide disabled parking close to reception for those with a disability and
make it easy for you to make a comment or a complaint;

When we visit you in person, we will:

show identification if we meet you away from the Civic Centre or one of our other sites