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Customer Care Standards

Our aims

• For our services to be easy for you to access.
• To treat you in a caring manner.
• To treat you fairly and equally.
• To provide you with a quality service and to get it right first time.
• To be open and honest and make sure we keep your details confidential whenever we deal with you.
• To listen to what you say and learn from our dealings with you.
• To value our team and expect that you will treat them with the
  same respect that you would expect from us.

Our opening times:

• The Council Offices are open from 8.30am to 5.30pm, Monday to Thursday and from 8.30am to 5pm on Fridays. You will be able to contact us between these times. The following services are available at the times set out below.

Museum: Tuesday to Saturday, 11am to 5pm
Other times by appointment

The Theatre Box Office:
Monday to Friday, 10am to 6pm. Saturdays, 10am to 4pm

If there is an evening performance, the Box Office will stay open until 15 minutes after the show begins. On Sundays and bank holidays, the Box Office is closed unless there is a performance.

• If you have an emergency outside our general opening times, please ring 01276 707100 and our out-of-hours service will help you.

Our contact details

Building Control Phone: 01276 707223 E-mail: building.control@surreyheath.gov.uk Community Services Phone: 01276 707657 E-mail: community.services@surreyheath.gov.uk Council Tax Phone: 01276 707176 E-mail: revenues.benefits@surreyheath.gov.uk Development Control Phone: 01276 707222 E-mail: development.control@surreyheath.gov.uk Drainage Phone: 01276 707330 E-mail: environmental.health@surreyheath.gov.uk Elections Phone: 01276 707165 E-mail: enquiries@surreyheath.gov.uk Environmental Health Phone: 01276 707330 E-mail: environmental.health@surreyheath.gov.uk Housing Phone: 01276 707127 E-mail: housing@surreyheath.gov.uk Leisure Services Phone: 01276 707338 E-mail: leisure.services@surreyheath.gov.uk Parking Services Phone: 01276 707152 E-mail: parking.services@surreyheath.gov.uk The Camberley Theatre Box Office Phone: 01276 707600 E-mail: camberley.theatre@surreyheath.gov.uk

When you phone us:

• We will aim to answer your phone calls within five rings.
• We will answer with 'Surrey Heath Borough Council' and our name.
• We will answer your questions as fully and as helpfully as possible or put you through to someone who can help you.

When you phone our service areas:

• If we have to transfer you through to someone else, we will tell you who we are transferring you to and give them all relevant details of your enquiry.

When you visit the council buildings

• All reception staff will wear clear name badges in a place where it is easy for you to read.
• Our welcoming staff at reception will help you.
• We will make every effort to make sure that you are not kept waiting long and, if there is a delay, we will tell you about it as soon as possible.
• We will answer your questions as fully and as helpfully as possible.
• If we cannot answer your questions at the time, we will tell you what our process is for dealing with them and when you can expect a response from us.

When we visit you

• If we need to visit you, we will make an appointment with you.
• We will keep our appointments and let you know as soon as possible if there is any change.
• When we arrive, we will always show you our identification.
• We will answer your questions as fully and as helpfully as possible, or tell you where to go for more help.
• If we cannot answer your questions at the time, we will tell you what the process is and when you can expect a response from us.

When you write to us or e-mail us

• We will treat letters and e-mails in the same way.
• We will respond to all letters and e-mails that need a response within seven working days of receiving them. If we can't do this, we will contact you to explain why.
• If we cannot respond to your letter or e-mail within seven working days of receiving it, we will send you a 'holding response' within three working days and a full response within 21 working days.
• You can expect all written information you receive from us to be easy to understand and written in plain English.

When you use our website

• We will try to keep the website up to date. We welcome your comments to help us to continually improve our website.

If you have any special needs

• If you, or anyone you know, needs information from us in another language or in large print, please let us know and we will be happy to help. We can also provide language interpreters.
• If you have mobility difficulties and you are unable to visit the Council Offices, we can arrange to come and see you in your own home.
• If you have other special needs, please let us know and we will always try to help.

If you are not happy with the service we provide

• We are committed to continuously improving our services, and we have established a complaints policy for dealing with any problems, please phone 01276 707100 or e-mail us at enquiries@surreyheath.gov.uk for more details.

If you are happy with the service we provide

• Please tell us if you are happy with our services. We want to know what we do well so that we can share good practice across the council.