- How to access our services
- For general enquiries
- When you use our website, we will
- When you telephone us, we will
- When you write to us, we will
- When we meet with you, we will
- What we expect from you
- Service delivery timescales
- Freedom of Information requests
- Access to your information
- Complaints, representations, suggestions and compliments
Cambridgeshire County Council is committed to delivering consistent standards of customer service. We want to ensure that all members of our community can access the information and support they need in accordance with our Equality Diversity and Inclusion Strategy.
Our commitment is to provide services which are simple to use and cost effective.
How to access our services
here are many things that you can request, apply for, report or check online without needing to speak to us. Our website is full of information about the services we provide. We encourage you to contact us online whenever possible. If this doesn’t meet your needs or you cannot find what you want on the website, there are other ways you can contact us. A full list of contact numbers and frequently asked questions are available on our Contact us page.
For general enquiries
We aim to resolve your enquiry at the first point of contact. If that’s not possible, we will ensure your enquiry is directed to the appropriate team, or we will signpost you to another organisation, for assistance.
Please note that all response times outlined below apply to correspondence received during our core working hours: Monday to Thursday, 9am to 5pm, and Friday, 9am to 4.30pm. If your enquiry is received outside of these hours, response timeframes will begin from the next working day.
When you use our website, we will
- Make it easy for you to find the information and services you want.
- Have an accessible and useable website, with up to date information.
- Enhance our technology and services to enable you to make payments, complete forms, and make bookings online.
- Listen to feedback about your experience with our website and make improvements Feedback policy for compliments, complaints and suggestions
When you telephone us, we will
- Provide you with our name and department when answering the phone.
- Advise you of services and information from our website relevant to the nature of your enquiry.
- Use technology to ensure your call is directed to the most appropriate individual with the skills to resolve your enquiry at first point of contact.
- When transferring your call, we will pass on your details and the nature of the enquiry, so that you do not have to repeat yourself.
- Answer any voicemail messages within two working days or provide alternative contact details.
When you write to us, we will
- Respond to your written correspondence in full within ten working days of receiving your enquiry.
- Where we are unable to meet these timescales, we will advise you of this and provide an updated response time.
When we meet with you, we will
- Ensure we agree a time and place that is mutually convenient for planned appointments.
- When we meet with you in one of our buildings, we will ensure you have a contact name and phone number of the person you have a pre-arranged appointment with.
- Arrive promptly, and if we are delayed, we will ensure you are informed.
- Give you as much notice as possible in the unusual event that we need to change your appointment details.
- Prominently display our name badge and introduce ourselves and the purpose of the meeting.
What we expect from you
- Treat our colleagues with courtesy and respect. We do not tolerate any form of physical or verbal abuse, including the use of foul and abusive language. Our Customer handling policy outlines how we manage unreasonable behaviour and ensure a safe and respectful environment for everyone.
- Please provide all the information we need to progress your enquiry as fully as possible.
- Tell us when your personal circumstances have changed and let us know if you need to cancel an appointment or request for a service.
Service delivery timescales
If you require access to our services for specific support, please be aware these timelines may differ from those detailed above. Where possible, we will inform you of any expected timescales once the appropriate support has been identified.
Freedom of Information requests
Should you wish to make a Freedom of Information request, details on how to do so and the related response times, can be found on our Requesting information under the Freedom of Information Act page.
Access to your information
Under data protection legislation everyone has the right to request access to a copy of the information the Council holds about them. This type of request is known as a ‘subject access request’. Please visit our Requesting information under the Data Protection Act page for full information about the requests that can be made and how to submit them.
Complaints, representations, suggestions and compliments
If you’d like to share your experience as a customer, whether this be a complaint, representation, suggestion or compliment, please visit the Council complaints procedures page. Here you can find information on how to contact us, our related response times, and our feedback policy. We value this feedback. It provides us with an opportunity to improve the way in which we deliver our services.
