Customer service centre – email and online

You can email the customer service centre or by using the online contact forms throughout this website. You will receive an immediate automatic acknowledgement so that you know we have received your enquiry.

Where they have the information available, our staff will send you a reply within 5 working days, sooner if your request relates to a shorter service standard.

If our staff are unable to answer your enquiry, it will be referred to a specialist from the department concerned and you will receive a further email letting you know what is happening and advising you of your unique reference number. You will then receive a full reply from the specialist once they have considered your query.

The targets to which Customer Service Centre staff work with regard to e mails are:

Customer service performance target
Service Response Target Year to Date (including the 'online contact form' and 'contact us'

100% of emails will be answered within 5 days*


*Relates to e mails suitable for answer in full by the customer service centre and excludes those referred for specialist reply.

We review our standards annually, if you have comments about them that you would like us to take into account, please get in touch.

Contact switchboard and out of hours

Telephone: 01702 215000

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