If you have contacted us for any reason, we will make sure that your query is dealt with according to our high customer standards.
Elmbridge is committed to providing you with the best possible service we can. If you contact us we aim to meet the following standards.
You can expect us to
Listen carefully and treat you fairly
Provide accurate, clear information and use plain English
Be open and honest about what we can deliver
Deal with your query promptly
Keep your information safe and respect its confidentiality
If you need special help, try to make arrangements that meet your needs.
Make it easy for you to make a comment or complaint, to help us improve services
Consult with you regularly, welcome and encourage your involvement and act on your feedback wherever possible
Monitor and publish our performance, act on the results and review our standards
When you use our website we will
When you write to us (e-mail, letter or text message) we will
Provide you with a full response within 7 working days of receipt, but we will let you know if we can't. (We welcome your contact via our website, helping us to respond more quickly)
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 phone us we will
Aim to answer all calls and to do so within 10 seconds (3 rings)
When you visit us
If you have an appointment we will see you within 5 minutes
We will ensure that our reception areas are clearly signposted, accessible, clean and welcoming at all times
We will provide a private area for confidential enquiries should you wish
If we cannot help you we will do our best to advise you who can.
If you visit or phone us, the opening hours for the Civic Centre are 8.45 am to 5 pm, Monday to Thursday; Friday until 4.45 pm (excluding holidays) - those at other Council facilities may differ, depending on the service concerned.
If we visit you