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Customer Service

Customer Service

Winchester City Council believes all our customers should receive high standards of service.

No matter how and when customers contact us we will:

  • Be helpful, clear, prompt, polite and attentive
  • Do our best to put things right that have gone wrong
  • Listen to your ideas to help us improve our services

We know that at times, we are not always able to meet customers’ needs as quickly as we would like but we are determined to deliver an affordable customer focused service we can be proud of.

Customer Charter 2021 (pdf, 248kb)

We will try to serve you well via all our communication channels

Media / Channel

We will:


Give you clear up-to-date information on council services and policies and make it easy for you to contact and use our services in a simple and efficient way. 


Offer a call back service at busy times.

Letter, email or ‘contact us’ online

Reply as soon as possible. If your enquiry is complex we will tell you who is dealing with the matter and how long they will need to respond fully.


  • See you at the appointed time. If there is a delay or we have to postpone we will explain why and keep you informed.
  • Provide a clean, tidy and comfortable meeting place on our premises, in a private room if appropriate.
  • Show our identity card when visiting you.

Customer satisfaction, feedback, compliments and complaints

We welcome your feedback when things go wrong and / or when we exceed your expectations.

Please click for our forms to make service and information requests, report complaints or compliments.

How to contact us

Online via You can use our online reporting service  24 hours a day, 7 days a week, 365 days a year to send us your service requests, general enquiries or report issues.

Telephone - 01962 840 222 for general enquiries. 0300 300 0013 for waste and recycling enquiries or 01962 848 400 for Housing Enquiries   8.30am to 5pm Monday to Thursday 8.30am until 4.30 pm Friday

In person at our offices in Colebrook Street, Winchester, Hampshire, SO23 9LJ 


Reception - 8.30am to 5pm Monday to Thursday, 8.30am until 4.30pm Friday

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