Customer charter

Our standards

On our website you can:

  • Report faulty street lighting, abandoned cars, graffiti, rubbish, waste issues;
  • Make a payment online including council tax, housing rent, general invoices, parking fines and housing benefit;
  • Renew your parking permit and library books; 
  • Find general information on council services such as opening hours and where our offices are and when your next bin collection will be; 
  • Find out how to get more involved in our work and your local community; 
  • Get help to use our website including easy navigation and help with translations;
  • Make a compliment, comment or complain about a service. 

When you email a service area or complete an online form

  • We will reply to you within 2 working days
Telephone calls 

  • We aim to resolve all calls at the first point of contact. However, if the enquiry needs specialist advice you will receive a call back within 2 working days; 
  • We use answer-phones as little as possible. If you do leave a recorded message we will get back to you by the end of the next working day; 
  • If you don’t get through to the right person straight away, our staff will transfer you or ask the right person to telephone you back. 
When you visit our face to face services 

  • It is best to make an appointment so we can see you more quickly. We aim to see all visitors within 5 minutes if you do have an appointment, but you might have to wait at least 30 minutes if you do not have an appointment.