Customer care

Opening times

Our Chichester head office opening hours are:

  • Monday - Thursday (8:45am to 5.10pm) and
  • Friday (8:45am to 5pm).
  • We are closed on Saturday and Sunday.
  • Outside these hours and during Public Holidays, please use our out-of-hours Emergency Number: 01243 785339.

We respond to hundreds of requests for a variety of services each day. We are committed to providing a quality service to our customers which is efficient, responsive and caring.

You can expect us to:

  • Be respectful and courteous.
  • Identify ourselves when talking over the phone or visiting you.
  • Be honest with you.
  • Be fair in our decision-making.
  • Use plain English.
  • Give clear explanations and reasons for the decisions we make or advice we give.
  • Try to provide a translation and interpreting service if asked.
  • Investigate any complaints made about our services.

When you contact us by telephone, we will answer your call as soon as possible and offer the option of a call back service during busy periods. When you write to us by letter, email or through the website, we aim to reply within 10 working days. Please contact us if you have any comment to make about the customer care that we provide.

Customer charter

The council has an agreed set of standards for communications with you, our customers, we call this our Customer Charter. The Charter sets out the quality of service you should expect from us when you get in touch:

Customer Service Centre

Our new Customer Service Centre is the central point for all council enquiries. Our Customer Service Advisors are trained to provide assistance and information about:

  • Council Tax and Housing Benefit
  • housing applications and mutual housing exchange
  • bin and bulky rubbish collections
  • litter and street cleaning
  • green waste
  • graffiti, fly tipping and abandoned vehicles
  • getting a bus pass
  • planning and licensing applications

Our advisors are able to address over 80% of enquiries immediately, and provide a prompt and friendly service.

Drop-in surgeries

If you have an enquiry about planning, housing or homelessness and would prefer to meet one of the council's service advisors, you can attend one of our drop-in surgeries. These take place at the following times:

  • Housing advice - Monday and Wednesday 09:30-12:30, Tuesday, Thursday and Friday 09:30-12:30 and 14:00-17:00
  • Planning advice - each weekday, 9am - 1pm

Please check with our Customer Service Centre before attending any surgeries to make sure they are running on that day.

Self-service internet area

If you do not have access to the internet at home, you can make use of our self-service area. This gives you access to the Chichester District Council website and service information.

We can help you:

  • apply and bid for housing online
  • pay bills
  • find and view planning applications
  • look up licence and permit applications
  • book a class or court at the council's leisure centres
  • search for your bin collection dates

Easy access

Our friendly customer service centre provides easy access for wheelchairs, prams and push chairs. Customer toilets are also available. We operate a simple-to-use queuing system. Numbers are displayed on a television screen and also announced for the benefit of the visually impaired. Language interpretation services can also be requested. Private interview rooms are also available if required.