Our Commitment to You
Selection of people with hands in the air
Fylde Borough Council believe in listening, taking account of and responding to your views. Our staff are committed to providing excellent standards of customer care at all times to every customer at every point of contact.
Every effort is made to ensure that our customers are not disadvantaged in any way. We are committed to delivering better access to Council services for all residents, businesses and visitors.
Customer Services – Corporate Charter (click to download leaflet)
Customer Services - Performance Information
Telephone
- We aim to answer your call as quickly as possible
- When calling our customer services team at peak times there is a facility for you to request a call back via our automated system
- We will give our name and service when answering the telephone
- If you know the number of the person you are calling or you are transferred from the customer services team and the officer is not available you will be able to leave a voicemail message
- If we are away from the office for one working day or more, and you access our voicemail, we will state when we are back in the office and give you an alternative contact name who can help you
- We will aim to return your call within one working day
Written Correspondence
- We aim to respond to all written correspondence within 5 working days
- If it is not possible to provide a full response within 5 working days you will still get a reply telling you who is dealing with your enquiry and when you will get a full response
Emails
- We have a dedicated email address for you to contact the Council with your enquiries
- Our aim is to respond to every email within one working day
- If we cannot provide a full response we will contact you to let you know who is dealing with your enquiry and when you should expect a full response.
Face-to-face
- At our Fylde Direct centre there is a dedicated team of Customer Service Specialists who aim to resolve your enquiry, in full at the first point of contact and to keep your waiting time to a minimum.
Website
- All our services can be accessed online 24 hours a day
- All online forms are dealt with on the following working day and many are processed automatically
- During working hours we have a live chat facility on our website
Contact Details
Opening Times: Monday to Thursday 8.30am to 5.00pm and Friday 8.30am to 4.30pm
Telephone: 01253 658658
Fax: 01253 713113
Email: listening@fylde.gov.uk
Web: www.fylde.gov.uk
Fylde Direct Offices: Public Offices, 292 Clifton Drive South, St Annes, FY8 1LH
Postal address: Fylde Borough Council, The Town Hall, St Annes, FY8 1LW
