Customer care

Information about our customer care standards.

We do our best to provide a positive experience when you get in touch with us. 

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.


  • 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 us

  • 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

  • A full response or holding reply will be with you within 10 working days.
  • You can expect all information you receive from us to be written in plain English and be easy to understand.

Your 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.
Contact us

Contact Centre
Surrey Heath House
Knoll Road
GU15 3HD
United Kingdom