Customer Service Standards

All our staff commit to delivering high quality customer service. We have developed customer service standards to help us to measure the service we provide to you.

Our service

When you contact us we aim to:

  • treat you in a friendly, fair and professional manner
  • provide well trained and knowledgeable staff
  • provide accurate and clear information in response to your enquiries
  • deliver what we promise, dealing with any problems that may arise and keep you informed of any delay
  • use plain language and not use jargon
  • respect your rights to confidentiality, privacy and safety and provide a private area for confidential enquiries
  • provide you with easy access to our services
  • actively listen to our customers and use feedback to improve the services and products we provide now and in the future

Contacting us online

You can access most of our services and products online 24 hours a day, 7 days a week.

When you self-serve we aim to:

  • make sure all information on our website is up to date
  • ensure our website and online processes are clear, quick and easy to use
  • provide you with information on how long it will take to resolve your query
  • use your feedback to improve our website

Contacting us by email or letter

You can access most of our services and products online 24 hours a day, 7 days a week.

When you write to us, we aim to:

  • provide an acknowledgement within 1 working day for emails
  • give you details of who is dealing with your enquiry
  • respond to your enquiry within 7 working days.
  • tell you when we cannot respond fully within 7 working days and tell you when we will be able to respond

Contacting us by telephone

You can access most of our services online 24 hours a day, 7 days a week. However, if you need to contact us by phone, we aim to:

  • resolve your enquiry or service request the first time you contact us. When this is not possible, we will inform you of the service that will help you and how long it will take to resolve your query
  • advise you how and when you can access services online
  • provide you with the name and department you are speaking to
  • answer your call within 15 seconds

We record some calls for training and monitoring purposes.

Contacting us in person

You can access most of our services online 24 hours a day, 7 days a week. However, if you need to visit us, we aim to:

  • direct you quickly and efficiently to the right person
  • ensure that our reception areas are accessible and welcoming at all times
  • make an appointment for you where appropriate
  • assist you if you have communication or access needs

When we visit you we will keep to pre-arranged appointments and show you our identification.

How you can help us

We commit to providing excellent customer service and meeting customer expectations. There are many ways you can help us to achieve this, you can:

  • access most of our services online and in most cases, using our website is the quickest and easiest way to access our products and services to quickly resolve your query. You can use the website to find information, pay a bill, report or request a service.
  • make a payment online or by using our automated payment line 01376 557894
  • contact us, please ensure you have your reference number to hand and if you are visiting our offices, please bring with you all the correct documentation and information to enable us to deal with your request quickly, reducing the number of unnecessary contacts or visits
  • keep us updated with any changes that may affect the services we provide
  • let us know if you wish to cancel an appointment
  • tell us if we exceed your expectations or don’t deliver a service to your satisfaction
  • treat our staff with courtesy and respect. We will not deal with any rude or disruptive customers or tolerate any physical or verbal abuse towards our staff

Text message service

You can register to receive text message reminders for services such as bin collection, special announcements, and offers and to ask you for feedback.

Text your postcode and house number (or house name) to 07797 803203

Customer Services

Address: Causeway House,
Bocking End,
Braintree,
Essex,
CM7 9HB

Telephone: 01376 552525