Telephone calls

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We will answer your telephone call promptly between 9am to 5pm Monday-Friday

We will introduce ourselves by name and pass you to the correct officer to answer your query.  If the officer is unavailable we will either leave them a message to call you back or see if someone else is able to assist you.

 

If we are all on the phone then your call may divert to our voicemail.  Please leave a message and we will call you back or try again a little later. 

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If you call outside of office hours your call will divert to our voicemail where you will be able to listen to a message about what to do in an emergency and details of when we will next be open.  You will be able to leave a message to request a callback if you wish.

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Written contact

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All written contact (e.mail, letter & complaints) has a target response time of 10 working days.  We always endeavour to reply much quicker than this.  Complex enquiries may take longer to resolve and if we are unable to respond fully in this time we may send you a holding reply which will give you an indication of when we will be able to respond to you.  If we need to obtain information from a third party to be able to reply to you we will let you know.

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Repairs have their own response times please click here to see this information