Customer care standards

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:

  • Have an accessible and useable website that is easy for you to find what you want

  • Enable you to access information and interact with all our services online

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 (FoI) or Environmental Information Regulations (EIR), or the UK GDPR/Data Protection Act 2018 (DPA) have different legal timescales.For FoI/EIR requests, the Council is required to respond ordinarily within 20 working days. For GDPR/Data Protection Act requests, the Council must usually reply within one calendar month of a valid request.

We are unable to respond to unsolicited bulk emails, also known as 'spam'. 

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

  • We will carry identification

  • We will inform you when we are running late for an appointment

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