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:

The Call Centre  is open from 8:30am to 5:30pm, Monday to Thursday and 8:30 to 5:00pm on Fridays (excluding Bank Holidays) and can be contacted on 01923 776611 (calls may be recorded and monitored) or by our Contact us form If you have an enquiry in relation to your online my.threerivers or online Council tax account please complete this form

The One Stop Shop is open for visitors from 8.30am to 5.00pm, Monday to Thursday, 8.30am to 4.30pm Fridays (excluding Bank Holidays) and can be visited at Three Rivers House, Northway, Rickmansworth, Herts WD3 1RL.

The Council also provides an out-of-hours emergency service on the same number 01923 776611.

Our Customer Service Standards

When you telephone our Customer Service Centre we will:

  • Aim to answer your call within 20 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 3 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. 

Customer Services Centre Performance

2018-19 CSC Performance Statistics (pdf)