Service levels are our day-to-day operational guidelines on how we respond to and prioritise requests.
When you contact us, either by phone, email, online or in person, we'll create a new service request in our system.
You'll be notified of your request's reference number and expected completion date.
We'll review your request and assign it to the most relevant team to have it completed.
If appropriate, you'll be notified by that team to let you know how it's progressing.
Your request will be completed or added to our future programme of work to be completed at a later stage.
On some occasions, for various reasons, your request may not be able to be completed.
You'll be advised of the outcome, plus any additional information you need to know.
When you contact us, either by phone, email, online or in person, we'll create a new service request in our system.
You'll be notified of your request's reference number and expected completion date.
We'll review your request and assign it to the most relevant team to have it completed.
If appropriate, you'll be notified by that team to let you know how it's progressing.
Your request will be completed or added to our future programme of work to be completed at a later stage.
On some occasions, for various reasons, your request may not be able to be completed.
You'll be advised of the outcome, plus any additional information you need to know.
We respond to requests where there is an immediate risk to public safety within 4 hours.
For non-urgent requests, the indicative completion time is shown below.
| Request type | Time to resolve |
|
|
|
Furniture and equipment, including parks and playgrounds(external link) |
|
| Grafitti |
|
| Litter |
|
| Noise control |
|
| Pollution |
|
| Roads and signage |
|
| Trees and vegetation |
|
| Water |
|
|
You can see a full list of our activities and services in Volume 1.5 of our Long Term Plan [PDF, 1.1 MB].
We're committed to the delivery of quality services to meet your needs in line with our Customer Services Strategy. We welcome your feedback as this provides opportunities for us to learn and improve our services.
A complaint is defined as any expression of dissatisfaction about the Council service or action of a staff member that cannot be resolved at the first point of contact.
Examples include:
Every effort will be made to resolve your issue quickly at the first point of contact. If it cannot be resolved, it will be managed in accordance with section 4.0 – Escalation Stages and Response standards of our Customer Complaints Management Policy.
