Customer Services
Our Customer Service Centre (CSC) is based at the main council offices in Northway, Rickmansworth. It comprises a Call Centre and a visitors centre, incorporating a reception desk and One Stop Shop. CSC staff provide a successful and effective first point of contact for all of the council's customers.
Customer Services contact details:
Telephone: 01923 776611 (calls may be recorded and monitored). The call centre is open from 8.00am to 6.00pm, Mon to Fri, except Bank Holidays)
The Council also provides an out-of-hours emergency service
Minicom: 01923 727303
One Stop Shop/Reception: Three Rivers House, Northway, Rickmansworth (8.30am to 5.30pm Mon to Thurs, 8.30am to 5.00pm Fri, except Bank Holidays)
Email: enquiries@threerivers.gov.uk
Our Customer Service Standards
When you telephone our Customer Service Centre we will:
- Aim to answer your call within 15 seconds
- Let you know who you are speaking to
- Be polite, friendly and helpful
- Advise you in advance if we need to transfer your call or put you on hold
When you visit our One Stop Shop we will:
- Aim to have attended to your enquiry within 10 minutes
- Be easily recognisable wearing corporate uniform and name badges
- Make sure that the area you are visiting is tidy, clean and welcoming
- Be polite friendly and helpful
When you email or write to us we will:
- Aim to provide an initial response to your enquiry within 2 working days
- Aim to provide a full response to your enquiry within 10 working days
- Let you know who is dealing with your enquiry
- Be polite friendly and helpful
We aim to answer all your questions as fully as possible. Where we are unable to answer your question, we will tell you what the process is and when you can expect a response from us. We always try to ensure equality of opportunity and treatment for all our customers.