Colchester Borough Council is monitoring the situation closely and will continue to take action to minimise disruption and keep residents and visitors safe.
Coronavirus: 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.
You can access most of our services and products online 24 hours a day. When you self-serve, we aim to:
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.
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.
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:
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):
Help Us Get It Right
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.
Equality Impact Assessments
Our vision and commitment for customer services is 'to provide solutions that engage, empower and enable our customers to lead a better life'. This strategy outlines our direction over the next two years for each service channel, by ensuring excellent access to services for our customers. We will align this strategy with our Digital Direction Statement, ensuring customer's gain the information and services on line where appropriate 24 hours a day, seven days a week. Where customers visit or telephone us we will do all we can to ensure their query is dealt with at the first point of contact in line with our current customer service standards and 'act on contact' principles.
Customer Access Strategy