Telephoning the Customer Service Centre
Telephone Numbers and Performance
You can contact the Customer Service Centre by telephoning the appropriate number below. Lines are open between 8.45am and 5.15pm daily, Monday to Friday. At all other times, for emergencies only, an Out of Hours Service operates on 01702 215000.
| Service area | Telephone number |
|---|---|
| Out of Hours Emergencies | 01702 215000 |
| Council Tax, Housing and Council Tax Benefits (including Non Domestic Rates) | 01702 215001 |
| Housing Advice and Choice Based Lettings | 01702 215002 |
| Parking, Highways and Transport | 01702 215003 |
| Planning, Development and Building Control | 01702 215004 |
| Environmental Health, Trading Standards and Licensing | 01702 215005 |
| Waste, Fly tipping, Fly posting and Graffiti | 01702 215006 |
| Children's Services (including Education and Children's Social Services | 01702 215007 |
| Adult Social Services | 01702 215008 |
| Registration Services (Births, Deaths and Marriages) | 01702 215009 |
| Electoral Registration and Councillor Enquiries | 01702 215010 |
| Leisure, Culture and Tourism (including leisure/sports facilities, libraries, museums and parks) | 01702 215011 |
If you know the extension number of the person or department you want to speak to, you can enter it when prompted and be put straight through. Alternatively, you can choose from a small range of automated options including being put through to a member of staff from the Customer Service Centre.
If Customer Service Centre Staff are unable to answer your query in full, we will refer your query to a specialist in the department concerned. We will let you know what is happening, advise you of the action being taken and the likely timescale.
Targets and Performance
Depending on the nature of the enquiry, we have set Response Targets for our staff to achieve. These focus on how quickly calls are answered and how many customers end their call before it is connected (abandoned calls). We have also set a target for the level of Customer Satisfaction we aim to achieve.
Details of our current performance in relation to these targets can be found in the table below:
| Service | Response time | Latest Month: April 2013 |
Year to Date |
|---|---|---|---|
| Housing Benefits and Council Tax Benefit Specialist Team | 80% of calls will be answered within 3 minutes | 47.12% | 47.12% |
| Adult Social Services Specialist Team |
No more than 5% of calls will be abandoned 80% of calls will be answered within 20 seconds |
0.66%
96.47% |
0.66%
96.477% |
| All Other Enquiries |
No more than 5% of calls will be abandoned 80% of calls will be answered within 20 seconds |
11.73%
84.53% |
11.73%
84.53% |
We review our standards annually, if you have comments about them that you would like us to take into account, please get in touch.
Last updated: 1st May 2013