Coronavirus: view the status of our services
We are providing information for residents, businesses, and communities which we will review and update regularly. View the latest updates, advice and guidance.
We are providing information for residents, businesses, and communities which we will review and update regularly. View the latest updates, advice and guidance.
Please contact us through our website where possible.
You can self-serve online 24 hours a day, 7 days a week. You can find information about our services, pay, book and upload documents using our website and we will process your query quickly and efficiently.
We offer a friendly, accessible and professional service, where trained staff are ready to help with your enquiry.
No matter how you contact us, we aim to:
We aim to give you the following assurances for whichever way you contact us. In times of high demand, we thank you for your patience while we deal with a higher than average number of enquiries.
Online You can access most of our services and products online 24 hours a day. When you self-serve, we aim to:
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When you email us, we aim to fully respond to your enquiry within 2 working days; however where this is not possible we will contact you to acknowledge your e-mail and let you know when we will provide you with a full response. |
Telephone You can access most of our services online 24 hours a day, 7 days a week. However, if you do need to contact us by phone, we aim to:
Please note: Calls may be recorded for training and monitoring purposes. |
In Person You can access most of our services online 24 hours a day, 7 days a week. However, if you do need to visit us, we aim to:
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Our customers are important to us. We aim to anticipate and meet your needs so we can deliver excellent customer service.
We will try our best to resolve all of your enquiries at the time of contacting us. However, where this is not possible we will strive to keep you informed on what is being done to resolve your enquiry.
Colchester Borough Council is committed to providing excellent customer service. There are a number of ways you can help us to achieve this:
It helps us to receive feedback on your online enquiry, telephone call or visit. We constantly strive to provide the service you expect so please let us know how we are getting on.
You can provide us with feedback on all of our web pages by clicking the 'Feedback' tab on the right-hand side of the page. You will then be given the option to rate the page and leave a comment (see below):
We complete Equality Impact Assessments for policies, procedures and practices that have an impact on customers and employees.
Please follow the link below to read the Equality Impact Assessments for the Customer Service Centre.
Our Customer Vision is to put customers at the centre of everything we do, improving and delivering the best service we can. Our Customer Strategy was created through consulation with customers and staff and sets out how we are going to support and help our customers in line with the Better Colchester Strategic Plan.