Customer Promise

When you . . .

telephone us we will

  • Answer within 15 seconds
  • Take responsibility for helping you and not pass you around
  • Ensure you are dealt with by trained, professional staff who will greet you with their name

visit our offices we will

  • Aim to see you within ten minutes and keep you informed of any delays
  • Make an appointment for you to take place within seven days if your enquiry needs more detailed consideration or if you prefer not to wait
  • Interview you in private if requested

visit our website you will be able to

  • Pay, Apply, Report, Find, Say and View in respect of our services
  • Find the details of local councillors
  • Find out how to be involved in local decision making
  • Access information relevant to a specific location

send a letter, fax or e-mail we will

  • Aim to answer correspondence within five working days
  • Let you know within five days how the enquiry is progressing if we are not able to respond fully straight away
  • Give clear and concise answers using plain English
  • Put our name, job title, contact details and website address on all responses


and, if we visit you we will

  • Offer you a choice of morning or afternoon appointments, including specific times where possible
  • Leave a card with our contact details, if you are out
  • Show you identity cards so you know who we are

First Contact - putting YOU first!

Our dedicated FIRST CONTACT Team are committed to providing quality customer service which is effective, efficient and caring.

We believe in putting the customer at the heart of everything we do and will go the extra mile to ensure you access to the information and services you need.

Phone us on 01268 882200 . . .
. . . and speak to one of our dedicated FIRST CONTACT advisers. They can provide information on a wide range of services and, if appropriate, can also put you in touch with other agencies and organisations that can help.

Lines are open;
8.45am to 5.15pm Mon to Thurs
8.45am to 4.45pm Fri
For Emergency Out of Hours phone 01268 758357

Visit us at . . .

. . . the Council Offices in Kiln Road where you can access a wide range of Council information. Offices are open for;

Kiln Road Office (any enquiries)

8.45am to 5.15pm Mon to Thurs
8.45am to 4.45pm Fri

There are a wide range of electronic services now available though this website including;

  • on-line payments
  • online access to your Benefit claim and Council Tax information
  • on-line waste collection calendar
  • online access to planning applications
  • plus a wide range of information about the council, it’s services, events, and latest news

You can also e-mail us with enquiries at info@castlepoint.gov.uk

Our Vision . . .

Our vision is to provide Castle Point residents with easy, convenient access to local services.
To achieve this we will work in accordance within the Council’s priorities to:

  • Deliver high quality, reliable, flexible and responsive services
  • Provide services that meet our customers needs and are based on consultation with our customers
  • Meet the diverse needs of our community by giving you a choice of times, locations, and ways to contact us
  • Use information effectively to ensure consistency in the level of service at all times
  • Work with partners to offer services through a wider choice of access points
  • Provide a cost effective service offering value for money
  • Adopt good practice standards when handling your personal information
  • Conduct business in an open and honest way, making information about expenditure, procurement and services readily available

Information Points

You can access a range of Council services and information through Community Information Points which are situated at local libraries across the borough. Community Information Points give our customers greater access to Council information by providing this service at more local and convenient locations and by offering this service during the extended evening and weekend opening hours offered by the libraries.

Information Point Locations
   

Mon

Tues

Wed

Thur

Fri

Sat

Sun

Canvey Library

High Street Canvey Island
Essex SS8 7RB

9 am to 5 pm

9 am to 5 pm

9 am to 5 pm

9 am to 5 pm

9 am to 5 pm

9 am to 5 pm

Closed

Hadleigh Library 180 London Road
Hadleigh Benfleet
Essex SS7 2PD

9 am to 5.30 pm

9 am to 5.30 pm

Closed

9 am to 5.30 pm

9 am to 5.30 pm

9 am to 5.30 pm

Closed
South Benfleet Library 264 High Road
Benfleet
Essex SS7 5HD
Closed

9 am to 5.30 pm

9 am to 5.30 pm

Closed

9 am to 5.30 pm

9 am to 5.30 pm

Closed
Great Tarpots Library 127 London Road
Benfleet
Essex SS7 5UH

9 am to 5.30 pm

9 am to 5.30 pm

Closed

9 am to 5.30 pm

Closed

9 am to 5.30 pm

Closed