Customer Service

Customer Service

Winchester City Council believes all our customers should receive high standards of service.

No matter how and when customers contact us we will:

  • Be helpful, clear, prompt, polite and attentive
  • Do our best to put things right that have gone wrong
  • Listen to your ideas to help us improve our services

We know that at times, we are not always able to meet customers’ needs as quickly as we would like but we are determined to deliver an affordable customer focused service we can be proud of.

We will try to serve you well via all our communication channels

Media / Channel

We will:

Website

Give you clear up-to-date information on council services and policies and make it easy for you to contact and use our services in a simple and efficient way. We are aiming to make all our services available online by 2019.

Telephone

Aim to answer your call to our Switchboard within 45 seconds or offer a call back service.

Letter, email or ‘contact us’ online

Reply as soon as possible within 10 working days of receipt. If your enquiry is complex we will tell you who is dealing with the matter and how long they will need to respond fully.

Appointments

  • See you at the appointed time. If there is a delay or we have to postpone we will explain why and keep you informed.
  • Provide a clean, tidy and comfortable meeting place on our premises, in a private room if appropriate.
  • Show our identity card when visiting you.

Customer satisfaction, feedback, compliments and complaints

We welcome your feedback when things go wrong and / or when we exceed your expectations.

We try to resolve complaints on the spot but if we can’t, we will aim to respond within 10 working days

Please click for our forms to make service and information requests, report complaints or compliments.

How to contact us

  • Online via www.winchester.gov.uk. You can use our online reporting service  24 hours a day, 7 days a week, 365 days a year to send us your service requests, general enquiries or report issues.
  • Telephone - 01962 840 222 for general enquiries. 0300 300 0013 for waste and recycling enquiries or 01962 848 400 for Housing Enquiries   8.30am to 5.00pm Monday to Thursday 8.30am until 4.30 pm Friday
  • In person at our offices in Colebrook Street, Winchester, Hampshire, SO23 9LJ
    Reception - 8.30am to 5.00pm Monday to Thursday, 8.30am until 4.30pm Friday
    Parking Reception – 9.00 am to 4.00 pm Monday to Friday
    Council tax and Benefit Reception – 8.45am to 4.45 am Monday to Thursday, 8.45 am to 4.15 pm Friday
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