Standards of service you can expect from us

We want you to receive the same quality of service no matter how you choose to get in touch with us.

To achieve this, we have a set of minimum standards.

Writing to us

We will respond fully to your enquiry within 10 working days or acknowledge receipt of your correspondence and let you know how long it will take to respond fully to your enquiry.

Emailing us

We will acknowledge receipt of your e-mail within 1 working day and respond fully to your enquiry within 10 working days.

Calling us

The Community Contact Centre is the main telephone service for Hastings Borough Council. You will receive clear and straightforward information about our services. We aim to minimise the amount of time you wait to speak to someone and will keep you informed of current waiting times.

Visiting us

We will aim to provide a polite, welcoming and efficient service, resolving your enquiry first time wherever possible. We will ensure that staff members are smart and presentable and wear name badges. We aim to deal with your enquiry in 15 minutes but at busy times you may need to wait longer, however we will tell you how long it is likely to be before you are seen.