At Harrogate Borough Council, we are committed to delivering exceptional customer service and putting our customers at the heart of everything we do. We provide a wide range of services for residents, businesses and visitors to the district and it is important that you have the opportunity to tell us how we are doing. We want to know when we are getting things right but also where there is room for improvement so that we can ensure we are providing a service which is right for you. In the spring, we launched our customer feedback questionnaire which asked for responses to the following question:

“Thinking about your recent contact with us, what improvements can we make?”

The responses we have received so far can be found below. We will continue to add to these on a quarterly basis, along with a response from the relevant service area, to explain what we are doing to making our service delivery even better!

Introductory reception on the telephone could be shortened
We have looked at the initial messaging on the telephone system and have shortened this. It now only takes 10 seconds to get to the option menu, meaning you can have your queries dealt with even quicker.


Would have preferred to do this online, but your online service had crashed
We apologise that you were unable to complete your business online in this instance. Unfortunately, at this time with the roll out of Green Garden Waste, we had unprecedented demand on the website which did cause some issues. We have resolved these now, so please do come back and take a look again.


Provide an efficient website
We are sorry you had a bad experience of our website. We are committed to providing an online experience which is tailored to our customers’ needs. If you can provide us with some more specific information on the areas you feel need to be improved then we will definitely look into this. In the “Better Connected 2016” survey, our website was rated 4 out of 4 stars, and with your help we can ensure we maintain this high level of service in the future.


Publish all department extensions
The council has an automated switchboard, providing a quick and simple means of contacting the relevant service you require. We have produced a guide to help with using the telephone system. Please visit www.harrogate.gov.uk/info/20183/contact_us/884/automated_switchboard


Use one contact number
01423 500600 is the main contact number for the council and we have removed other contact numbers to avoid customer confusion.


Reduce the number of departments within the council
We appreciate that Harrogate Borough Council is a very complex organisation, so we have simplified how you can contact us by having a contact us form on the website, a single email address for customer enquiries - customerservices@harrogate.gov.uk and one telephone number 01423 500600. Our customer services team are able to help you if you are unsure of who you need to speak to.


When paying a pcn [penalty charge notice] carry the payment details across to payment screen. Optimise this form for mobile
We are aware that more and more people wish to conduct their business using their mobile phones and tablets. We are working to carry the payment details across to the payment screen and optimise the facility for mobile devices.

Page last updated 03/10/2017