Harrogate Borough Council is committed to putting our customers first. Our aim is to provide high quality, value for money services that are easy to use.

Our commitment to you:

When you telephone us, we will:

  • answer all calls within 20 seconds
  • return your voicemail message within two working days

When you email or contact us online, we will:

  • acknowledge all emails and online forms within two working days
  • reply in full or advise you of the response date within five working days

When you write to us, we will:

  • reply to your letter within 10 working days

When you visit our Customer Service Centres in Harrogate and Ripon, we will:

  • see you within 10 minutes or advise you of the expected wait time

If you raise a formal complaint, we will:

  • acknowledge all complaints within three working days
  • reply to all stage one and two complaints within 10 working days
  • reply to all stage three complaints within 25 working days

Page last updated 23/02/2017