- 1. Service Description
We have a range of corporate customer service standards. The full range is
detailed in the attachment. It includes:
- answering the phone within three rings
- acknowledging a letter or email within three working days and replying
fully within ten
- writing clearly, in plain English, and using a clear typeface
- apologising if the council gets something wrong
- avoiding voicemail whenever possible, so that people speak to people
- responding flexibly to customers who have special communications needs A
service that provides:
- 060104 cust serv stds.doc060104 cust serv stds.doc
- 1. Service Standard - Local Information Offices
Local Information Offices
80% of all enquiries should be handled locally without onward referral
- 1. Service Standard - Switchboard Operators
Switchboard Operators
3 rings/9 second response to all incoming calls
- Can I check staff names and job titles with you?
If you contact your nearest Information Office or ring the main offices at
Penns Place (01730) 266551, a member of Customer Services will be able to help
you.
- Can I renew my disabled parking badge?
The disabled parking badges are administered by Social Services and the
necessary forms can be collected from one of their local offices.
Social Services (Petersfield), Tilbrook House, 2-4 Grenehurst Way,
Petersfield GU31 4AZ Tel: 01730 265462;
Social Services (Alton), Park House, High Street, Alton GU34 1EN Tel: 01420
544255.
Further information about Hampshire County Council Social Services can be
obtained from their website
- Can I report a repair?
All of the housing stock is now owned and managed by Drum Housing
Association. To report any problems please contact:
Drum Housing Group
Drum Court
The Spain
Petersfield
Tel: 01730 403040
- Can you give me the number of my local authority?
Hampshire Local Authorities:
Basingstoke and Deane Borough Council
Civic Offices
London Road
Basingstoke
Hampshire
Tel:01256 844844
East Hampshire District Council
Penns Place
Petersfield
Hampshire
Tel:01730 266551
Eastleigh Borough Council
Civic Offices
Leigh Road
Eastleigh
Hampshire
Tel:023 8068 8000
Fareham Borough Council
Civic Offices
CivicWay
Fareham
Hampshire
Tel:01329 236100
Hampshire County Council
The Castle
Winchester
Hampshire
Tel:01962 841841
Hart District Council
Civic Offices
Harlington Way
Fleet
Hampshire
Tel:01252 622122
Havant Borough Council
Civic Offices
Civic Centre Road
Havant
Hampshire
Tel:023 9247 4174
New Forest District Council
Appletree Court
Lyndhurst
Hampshire
Tel:023 8028 5000
Rushmoor Borough Council
Council Offices
Farnborough Road
Farnborough
Hampshire
Tel:01252 398398
Southampton City Council
Civic Centre
Southampton
Hampshire
Tel:023 8022 3855
Test Valley Borough Council
Beech Hurst
Weyhill Road
Andover
Hampshire
Tel:01264 368000
Winchester City Council City
City Offices
Colebrook Street
Winchester
Hampshire
Tel:01962 840222
- How do I get to Penns Place?
By Road - Approaching Petersfield from
either north or south along the A3 take the first turning off signposted to
Petersfield. Approaching from the A272 take the 2nd exit from the roundabout
towards Petersfield town centre where the EHDC offices and Taro Leisure Centre
are signposted.
By Rail - Petersfield Station is on the
main Waterloo to Portsmouth line. The EHDC offices are approximately 40 mins
walk from the station. Taxis and a limited bus service are available from
outside the station.
Click on the attachment to view the map which is at the end of these
questions.
- PPMap.gifPPMap.gif
- Penns Place: Is there disabled access?
The offices have dedicated disabled parking bays for blue badge holders
close to the main entrance. There are also customer parking bays close by.
A permanent ramp has been provided for wheelchair users with easy access to the
reception area through automatic wide opening doors. The reception has a low
level counter, good space for wheelchair use and a confidential wheelchair
friendly interview room. There is also a disabled toilet for our customers
within easy access of the reception area.
- Penns Place: What facilities do you have for customers with special needs?
We recognise that some customers may have special needs and also rely on
people to help with their affairs and need someone to bring them to Penns
Place.
To aid these customers we can arrange a specific appointment time in a private
interview room. If you need to use this service, please contact our Customer
Services Centre on 01730 234400.
There are facilities for people with hearing and visual impairments.
Toilets
There is a specially built unisex disabled toilet within the main reception
area. As you enter from the Car Park, it is on the left hand side of Reception.
Staff will be able to point out the toilet to you should you need to use it.
Feeling Unwell
There are a number of staff who are qualified in First Aid at Penns Place. They
would be called if you let us know that you felt unwell. The aim of the First
Aider would be to keep the customer comfortable until an Ambulance arrived. We
cannot administer medication or give health advice.
- What are your opening hours?
Penns Place
Petersfield - 9am to 5pm
Monday to Friday
Alton Information Office
7 Cross and Pillory Lane - 9am to 4.30pm (Lunch 1.00 - 1.30pm) Monday to
Friday
9.30am to 1.30pm Saturdays
Bordon Information Office
Forest Community Centre - 9am to 4.45pm (Lunch 1.00 - 1.30pm)
Monday to Friday
Bramshott & Liphook Parish Office
The Haskell Centre
Midhurst Road - 10am to 1.00pm and 2pm to 4pm
Monday to Friday
Horndean Parish Office
Tyfield House
Blendworth Lane - 9am to 4.30pm
Monday to Friday
- What is the councils email address?
info@easthants.gov.UK
- Where can I collect my bus tokens?
Tokens can be collected from the offices listed below. The public can
collect these between the months of May and the end of February the following
year.
Penns Place
Petersfield Tel: 01730 266551 Monday to Friday - 9am to 5pm
Alton Information Office
7 Cross & Pillory Lane
Alton
Tel: 01420 85870 Monday to Friday - 9am to 4.30pm
Bramshott & Liphook Parish Council
The Haskell Centre
Midhurst Road
Liphook
Tel: 01428 722988 Monday to Friday - 10am to 4pm
Horndean Parish Council
Tyfield House
Blendworth Lane
Horndean
Tel: 02393 597766 Monday to Friday - 9am to 4.30pm
Bordon Information Office
Forest Community Centre
Pinehill Road
Bordon
Tel: 01420 479998 Monday to Friday 9am - 4.45pm
- Where can I pay my Council Tax and/or Business Rates?
There are several ways you can pay your council tax and/or business rates,
including by Direct Debit, on our website, at www.easthants.gov.uk and with
telephone/internet banking, or by using Dial and Pay 01730 234413
For more information please see our revenues pages.
- Where is my nearest Information Office?
If you have a query about council matters, please contact your nearest
office.
Alton Information Office
7 Cross & Pillory Lane
Alton
Tel: 01420 85870
Directions:Approaching Alton Town Centre from the south along Butts Road,
turn into the High Street then immediately first left by the White Horse public
house into Ladyplace Car Park (pay and display).
From the north approach the town centre along Normandy Street. Carry on
along the High Street and turn right by Boots Chemist into Market Street. Go
past the Market Square on your left and take the first turning left into
Ladyplace Car Park (pay and display). There is a rear entrance to the Council
Offices from the car park, or the front entrance is through the Westbrook
Walkway into Cross & Pillory Lane
Bordon Information Office
Forest Community Centre
Pinehill Road
Bordon
Tel: 01420 479998
Mon to Fri 9.00 to 1.00pm, 1.30 to 4.45pm
Directions:From the north go over the traffic lights to the roundabout, turn
left into Conde Way. Take the second turning on the left into Forest Road then
second turning on the right into Pinehill Road.
From the south, turn right at the roundabout into Conde Way then second left
into Forest Road. Take the second turning on the right into Pinehill Road. The
Council Offices are situated in the Forest Community Centre opposite the Forest
Centre.
Horndean Information Office
Tyefield House
Blendworth Lane
Horndean
Tel: 023 9259 7766
Mon to Fri 9.00am to 4.30pm
Directions:Approaching Horndean from north or south, at the village
roundabout turn into Blendworth Lane, by the breadshop on the corner. Tyfield
House is situated on the left exactly opposite the Fire Station. There is
limited parking - more parking is available past the Fire Station on the
right.
Bramshott & Liphook Parish Office
The Haskell Centre
Midhurst Road
Liphook
Tel: 01428 722988
Mon to Fri 9.00am to 1.00pm
Directions:Approaching Liphook from the south, turn right at the roundabout
and first right again into Midhurst Road.
Approaching from the north, go staright over the first roundabout and turn
left at the second roundabout and then first right into Midhurst Road. The
Parish Offices are situated on the left at the entrance to the Midurst Road car
park.