YOUR CONTACT WITH US
Opening hours - Horsham District Council offices
The main reception area of the Council’s offices and Council post box for incoming mail is as follows: Horsham District Council, Park North, North Street, Horsham, West Sussex RH12 1RL Tel: 01403 215100
Fax: 01403 262985
Email: contact@horsham.gov.uk
This offices are open all year (except bank holidays) as follows:
Mon-Thur ...........8.45am - 5.20pm
Fri .....................8.45am - 4.20pm
A number of Council services also operate outside these core hours. A 24 hour duty officer is available outside office hours for emergencies every day of the year by calling 01403 215100. A recorded message will give you their mobile telephone number.
Website
We continue to provide a comprehensive range of Council information and the option to pay for some Council services online 24 hours a day, 365 days a year. A number of Council services can be paid for on this website including Council tax, business rates, Council invoices, parking fines, theatre and cinema seats. This website includes the Council’s generic email address (contact@horsham.gov.uk). Emails will be acknowledged and replied to following the standards certain standards.
Telephone
We will continue to provide a telephone service during office hours (and an out of office hours emergency telephone service - 01403 215100 will be available 24 hours a day
every day of the year). The Council Tax and Business Rate helpline service on 01403 215555 is available Monday - Friday from 10am to 4pm. During office hours we aim to answer every call promptly and within 6 rings. When you leave us a message, we will get back to you by the end of the next working day.
Typetalk calls are welcomed by people who cannot use a standard telephone because they are deaf or hard of hearing. More information about this is available online at http://www.typetalk.org/ or by calling Horsham District Council on 01403 215549. Please note that telephone calls may be recorded for security, training and quality purposes.
Letters, emails and faxes
We will reply to your letter, fax or email within 10 working days. If the matter is likely to take longer than this time, we will advise you of this and tell you why. With Freedom of Information requests and/or Environmental Information Regulations, we will reply within 20 working days (subject to payment of any charge). Subject Access Requests
under the Data Protection Act will be replied to within 40 calendar days (subject to payment of any charge).
Comments, suggestions and compliments
The Council welcomes all customer feedback. You can let us know about your experience as a customer by completing the form in our downloadable leaflet, by completing it online or by writing to the Customer Focus Team at the main Council address, by email at yoursay@horsham.gov.uk or by calling 01403 215549.
Complaints
The Council has a procedure for complaints, representations and criticisms of policy. The procedure is in three stages. At each of the stages, we will acknowledge all such feedback within three working days and reply in full in 10 working days. If we can’t meet this timescale, we will write to you to explain why.
Download Our Customer Service Charter
Download Our Customer Service Charter (145kb)
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