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Customer Care

Customer care values

We will:

• Provide services that are easily accessible.
• Treat you in a caring manner.
• Treat you fairly and with equality.
• Provide you with a quality service to get it right first time.
• Be open, honest and make sure we keep all your details confidential whenever we deal with you.
• Listen to what you say and learn from our dealings with you.
• Value our team and expect that you will treat them with the same respect that you would expect from us.

When you use our website

• We will keep our website up to date.
• We welcome your comments which will help us to continually improve our website.
• Wherever possible we will make our services available electronically.

When you visit the council

• Our welcoming team at reception will help you.
• We will make every effort to make sure that you're not kept waiting long and, if there is a delay, we will tell you about it as soon as possible.
• Our team will always be friendly, approachable and professional.

When we visit you

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

When you email or write to us

• We aim to respond fully to emails and letters within 7 working days. If we cannot do this, we will send you a 'holding response' within 3 working days and a full response within 21 working days.
• You can expect all information you receive from us to be written in plain English and be easy to understand.

If you have any particular 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 provide language interpreters.
• If you have mobility difficulties and are unable to visit the Council offices we may be able to arrange to come and see you in your own home.
• If you have other particular needs, please let us know and we will always try to help.

If you are happy with the service we provide
We want to know what we do well so that we can share good practice across the Council. Please phone 01276 707100 or email enquiries@surreyheath.gov.uk to tell us about your positive experiences of Surrey Heath Borough Council.

If you are not happy with the service we provide

• We are committed to continuously improve our services so please tell us if you are unhappy with the service we provide.
• Please phone 01276 707100 or email us at enquiries@surreyheath.gov.uk.

Our contact details
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 specified below: