We’re improving how you contact us

On 3 February we are introducing a new speech-enabled menu on our main phone number, making it easier and faster for residents to speak to an adviser. 

You will no longer have to listen to a menu of options when you call the council’s main phone line (01372 474474). Instead, you’ll be asked to say in a few words why you’re calling. For example, say “council tax” to be connected to someone who can help you with council tax enquiries. 

Optional digital services

Depending on the service you need, you may also be offered a text message to your mobile number with a link to complete a form, saving you the hassle of waiting.

Speak to an adviser at any time

We will be monitoring the system closely, but if you find the speech recognition system doesn’t work for you, you can ask to speak to an adviser at any time. By saying “speak to someone”, you will be routed straight to an available adviser, ensuring the system is accessible to all.  

Nothing else will change about how we help. You can still speak to a person whenever you wish; the new system simply speeds up getting you to the right place. 

This change is part of our wider programme to modernise customer contact, improve accessibility, and reduce the time residents spend navigating menus or waiting for an adviser. 

Questions and answers

How does the new phone system work?
When you call, you will be prompted to say, in a few words, what your enquiry is about. For example, you can say “housing” to speak to someone about housing.

Why are you making this change?
The new system helps connect you to the right adviser more quickly and reduces the time you spend waiting in queues for services you do not need.

Will I still be able to speak to a person?
Yes, you can speak to an adviser whenever you wish - nothing is changing about the support we provide.

What if I don’t want to use the speech system?
If the speech menu is difficult for you or does not recognise what you say, you can bypass it at any time by saying “speak to someone”. You will be put straight through to an adviser.

How does the text message service work if I’m calling from a landline?
The system will recognise if you’re calling from a landline and offer to send the message to your mobile instead. You can always choose not to receive a text message if you would prefer to speak to someone. 

Does this change affect the services the council provides?
No, this does not affect your services. The way services are delivered and the support you receive will remain the same. The new phone system simply makes it easier to reach the right person the first time.