When you contact the Council it’s likely that you will speak to one of our Customer Services teams. We deal with enquiries on behalf of a number of different departments, making sure you receive the same quality of service however you get in touch.

Our performance targets:

When you telephone Council Connect or Revenues & Benefits…

We aim to answer

  • 80% of calls within 45 seconds, and
  • 92% of all calls placed to us.

When you visit our One Stop Shops…

We aim to

  • minimise the amount of time you wait to see someone, and
  • keep you informed of current waiting times.


How our customers are contacting us:

Face to face icon

In person

Telephone icon
By telephone

Self-serve icon


Post iconEmail icon

By post or email

18% 61% 11% 10%


Our performance:

How we performed during Quarter 3 2016/17 (Oct - Dec 2016)

On the phones…

  • Council Connect and Revenues & Benefits answered 92% of calls within 45 seconds, and answered 98% of all calls placed to them.

In the One Stop Shops…

  • 83% of customers were seen within 10 minutes.


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Data protection notice

Data protection notice

The information you have provided may be shared across Bath and North East Somerset Council for the purpose of dealing with your enquiry. We will not give information about you to anyone else, or use information about you for other purposes, unless your consent has been given or the law allows this.

The use of your personal information is covered by our registration under the Data Protection Act 1998. You can, under this legislation, request a copy of the information we hold about you. If any information we hold about you is incorrect please let us know.

Bath and North East Somerset Council is committed to upholding the principles of the Data Protection Act, and will not process your information in a way incompatible with these principles.

The Council’s Information Compliance Office can be contacted on (01225) 477000 or via email at information_governance@bathnes.gov.uk

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