Email address: customerservices@rushcliffe.gov.uk.
Telephone our Customer Services Centre: 0115 981 9911.
Our Customer Services Centre is open for calls from 8am to 6pm, Monday to Friday, and open for visitors between 8.30am and 5pm, Monday to Friday. You do not need to make an appointment, but if you would like a guaranteed time to see us for help with benefits or council tax, please call 0115 981 9911. Appointments are available between 8.30am and 4pm.
Telephone our payments hotline: 0115 914 8533.
Use our payments hotline to pay your bills quickly and easily - 24 hours a day.
Contact us online: our forms and payments page lists forms you can use to report problems to us and ask us questions.
Postal address:
Rushcliffe Borough Council,
Civic Centre,
Pavilion Road,
West Bridgford,
Nottingham
NG2 5FE.
Fax number: 0115 945 5882.
DX (Document Exchange) number: 719907 West Bridgford.
We are now open at our new customer contact points throughout the borough.
Visit us in Cotgrave: Customer service advisors from Rushcliffe Borough Council are available to help you at Cotgrave police station in the shopping precinct every Wednesday between 12pm and 4pm.
Visit us in Bingham: Customer service advisors from Rushcliffe Borough Council are available to help you at the Town Council Offices on Church Street every Thursday between 9.30am and 1.30pm.
Visit us in East Leake: Customer service advisors from Rushcliffe Borough Council are available to help you at East Leake Police Station, Main Street on Tuesday every week from 9am to 1pm.
Visit us in Keyworth: Customer service advisors from Rushcliffe Borough Council are available to help you at the Nottinghamshire Police contact point in the square every Friday between 9am and 1pm.
Visit us in Radcliffe-On-Trent: Customer service advisors from Rushcliffe Borough Council are available to help you at the Radcliffe-on-Trent police contact point every Thursday between 10am and 2pm.
Visit us in Ruddington: Customer service advisors from Rushcliffe Borough Council are available to help you at the Ruddington police contact point every Tuesday between 1pm and 5pm.
Customer Services Standards.
If you write to us:
We will aim to respond to letters and emails within 5 working days. You may not get a full reply within the above timescale, but you will know who’s dealing with your query – and, depending on the nature and complexity of your query, we will answer them in full within 10 working days – but very often much quicker.
If you call us:
We will answer telephone calls to our customer services centre within 30 seconds.
If you visit us:
We will try and see you within 10 minutes. If we can’t do this, we will make you an appointment for a mutually convenient time. We are taking customer services to the heart of our communities with a new centre opening in West Bridgford in 2009 and local contact points in the larger villages.
Our communications:
We will provide information in a variety of easy to understand formats – so you know what we mean. We write in plain English – and, if you find examples of where we don’t, tell us and we’ll make it better.
Communications for all
We will try to produce information as you want it – in different languages, in Braille, large text and on tape. We have staff who can sign for our customers with hearing impairments. We publish a residents’ magazine to keep you up to date, and we put an enormous amount of information online. We can also help with translation using the language line service.
If you go online: Our website is up to date and contains the latest news and information and electronic forms so you can do business with us at your convenience. It also gives users the ability to change the text size to make it easier to read for those who are visually impaired. To do so, look for the 'change text size box' on the top right hand side of any page - then click the letter 'A' that is the size you find easiest to read. This will then change all of the text on this site to your preferred size.
This website can also be read out loud to those with screen readers for those with visual impairments, and can also be
translated into other languages. Our staff:
If you approach someone who works for us you will find that they are helpful, knowledgeable, polite, professional and well trained. If they need to meet you in your home they will try and make an appointment first (where appropriate). All our staff carry visible ID cards. Our staff are experts in their field, but if they can’t help, they will put you in touch with someone who can.
Making mistakes:
If we get it wrong, please tell us and we’ll try to put it right. We try not to make mistakes, but they sometimes happen. If the mistake is more serious and you’re still not happy after we have responded, then you can make an official complaint.
Our buildings
You should expect to see clean, tidy, accessible and safe buildings which are easily identifiable by the Rushcliffe Borough Council logo.
Our vehicles
You should expect to see vehicles which are safe and well driven and which are identifiable by the Rushcliffe Borough Council logo
Respecting each other
We treat customers with respect and this is also how our staff expect to be treated.
How are we doing?
We will ask you for feedback from time to time on our services. We’ll gather the information and then we’ll tell you what we found and what we are going to do if things need to be improved. We will use a variety of ways of doing this – telephone, postal and online surveys, focus groups and we will also carry out mystery shopping to make sure we maintain our high standards.
