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Customer Service Standards

Telephone

• Minimum of 80% of calls responded to within 20 seconds.
• Where a message is left, we will respond by the end of the next working day.

Face to face

• Customers without an appointment wait an average of no more than 10 minutes. Opening times and locations of offices are available on our contact us page.

E-Mail

• Emails to service addresses will be acknowledged within 1 working day. All enquiries that require a response will be fully answered within 10 working days.
• Emails to individual officers that require a response will be answered within 10 working days
  except :-
  • E-mails in connection with Planning applications:
    We will notify within 3 working days if an application is included in the agenda of the Planning Committee. We will send notifications of the outcome within 3 working days of the decision being issued.
  • Other Planning enquiries:
    Simple requests for information will be dealt with within 20 working days. Complex enquiries will be assessed and a reply sent within 10 working days indicating as follows:
    1. Whether more information is required before a full response can be made.
    2. The timetable for a response.
    3. Whether a formal planning application should be submitted.
    

Letters/Fax

All enquiries will be answered within 10 working days of receipt, except:

• Letters/Fax in connection with Planning applications:
  We will notify within 3 working days if an application is included in the agenda of the Planning Committee. We will send notifications of the outcome within 3 working days of the decision being issued.
• Other Planning enquiries:
  Simple requests for information will be dealt with within 20 working days. Complex enquiries will be assessed and a reply sent within 10 working days indicating as follows:
  1. Whether more information is required before a full response can be made.
  2. The timetable for a response.
  3. Whether a formal planning application should be submitted.
• Application forms
  These will be in accordance with statutory timescales where these are set and Local Performance Indicators. All response times will be published on specific service publicity material and in all face-to-face locations.

DDC Websites

Content will always be kept up to date and information on all services will be provided. Website will be available more than 99% of the time.

Avoidable contact

New National Indicator to be introduced to improve efficiency. Details subject to National confirmation

For more information, or if you have any comments, please contact Customer Services:

Tel: 01304 872428
Email: customerservices@dover.gov.uk