Our 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.

General Correspondence

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.

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.

Our contact details

The Council offices are open from 9am to 1pm Monday to Friday. The Contact Centre is open for telephone and email enquiries 8.30am to 5pm Monday to Thursday and 8.30am to 4.30pm on Friday.

Compliments / Complaints

At Surrey Heath Borough Council we aim to give the best possible service to all our customers.


We would like to know when we do things well so that we can share good practice across the Council.


The Council has established a Complaints Policy. If we get things wrong we want to try to put them right and improve our services for the future.

Complaints are dealt with as quickly as possible and are acknowledged in two working days. Some take longer than others but the aim is to reply in full within 10 working days. However, if your complaint is to take any longer, you will receive an explanation as to why and when a full reply may be expected.

View details on our Complaints policy and how to complain to the Council or email complaints@surreyheath.gov.uk