What you can expect of us

What you can expect of us

We read all the messages we receive. Though we may not reply, we will always listen to what you have said, and act as appropriate.

Working hours for our corporate accounts listed above are 9.00 – 17.00 Monday to Friday (public holidays excepted). Other services' working hours may differ, such as Highways who are available 8.30 - 4.30. During those hours, we’ll do our best to respond to your enquiry within 4 hours. Enquiries sent outside of working hours will be acknowledged or answered as soon as possible, or when working hours resume.

Please ensure any enquiries you make are as clear and detailed as possible. If necessary, and where appropriate, we will invite you to provide more information in a private direct message (DM).

If we can’t answer your enquiry straight away, we’ll let you know that we are gathering the necessary information. We’ll then aim to get back to you within 24 hours of your initial enquiry, though this is not always possible.

Should you feel we have not answered your enquiry, after being given opportunity to do so, you may wish to contact the council’s complaints team.