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When to Expect a Response to Your Service Request

Find out how long you need to wait for us to handle and/or respond to your service request

 

Requested a council service but not sure what to expect next?

By selecting the appropriate category below you can find out exactly when to expect an outcome.

You can also have a look at our Customer Charter to find out more about our range of contact channels and associated service standards.

 

Council Tax and Benefits Service Standards

Requested Service/ Reported IssueExpected Wait Time
Basic information requestsUp to 15 minutes wait time
Council Tax debt recovery and recovery processPost and email responses delivered between 14-30 working days
Document scanning15 minutes
Information requests for Housing Benefit Policies & LegislationUp to 14 working days
Processing applications - Housing Benefit

1. New claim: up to 23 days

2. Change of Circumstance: up to 11 days

Processing applications - Council Tax Support

1. New claim: up to 23 days

2. Change of Circumstance: up to 11 days

Payment to customerUp to 4 working days
RefundsUp to 7 working days
Discretion PaymentsUp to 28 days
Council Tax Support and Housing Benefit - new claims

1. Up to 28 days

2. Up to 7 days for vulnerable/homeless

 

Street Scene Service Standards

Requested Service/Reported IssueExpected Wait Time
AdminUp to 10 working days
Special collectionsOn booked collection day
Abandoned vehiclesUp to 5 working days
Broken street furnitureUp to 10 working days
Domestic & commercial waste spillageUp to 3 working days
EnforcementUp to 5 working days for inspection
Missed collectionUp to 3 working days
Replacement recycling containerUp to 2 weeks (on usual collection day)
Street CleaningUp to 5 working days
VandalismWithin 24 hours
Needles & ParaphernaliaWithin 24 hours
GlassWithin 24 hours

 

Parks and Open Spaces Service Standards

Requested Service/ Reported IssueExpected Wait Time
Tree & hedge cuttingRoutine - twice a year

Up to 12 weeks if overgrown (allow 6 weeks for assessments)
Fencing, railings & gatesUp to 14 working days
Flower bedsRoutine - twice a year
Grass cuttingRoutine - twice a year
Hedges, shrubs & bushesRoutine - Once a year

Up to 14 working days if overgrown
Park furnitureWithin 48 hours
Play equipmentWithin 48 hours
Surfacing48 hours for assessment on outcome
Wasp nestsWithin 48 hours
Parking area managementUp to 6 weeks
WeedsOnce a year

Please note that Basildon Council is only responsible for the maintenance of public land in the borough

Housing Service Standards

Requested Service/Reported IssueExpected Wait Time
Homelessness eligibility assessments
  1. Contact will be made by the housing advise team within 5 working days following a referral from the assessments team
  2. If an appointment is required with the housing advice team this will be scheduled within 5 working days
  3. If a homelessness application is completed a decision will be made within 33 days (as per guidelines)
Housing allocations
  1. Top bidder notified within 48 hours after bidding closes
  2. Up to 5 working days for a review of permanent accommodation
  3. Up to 10 working days for advertising void properties on Basildon Choice
Social housing applications
  1. Up to 10 working days for handling correspondence
  2. Up to 33 working days for processing Homeseeker applications (provided that all supporting documents are provided correctly)
  3. Up to 56 working days for notification of outcome on Homeseeker decision.
Housing adviceAppointment will be scheduled within 15 working days following a referral from housing assessment
Property updates (social housing bidding)
  1. emails sent to registered customers as and when places they are eligible for are available for bidding
  2. Bidding takes place between Friday - Monday.
  3. Customer notified on bidding results by the following Tuesday
Sheltered housing
  1. Annual review for need/support plans or sooner if circumstances change
  2. Up to 3 weeks for support plan setup after moving into scheme
  3. Up to 14 days for sheltered scheme induction after new resident moves in
Re-lettingUp to 21 days
Home swapperImmediate registrations
Anti-social behaviour
  1. Interview offered within 1 working day - for serious cases of domestic abuse, hate crime and anti-social behaviour e.g. violence or threat of violence
  2. Interview offered within 4 working days - for all other cases e.g. noise, vandalism and littering
  3. A letter is then sent out to the offender
Mutual exchangeUp to 6 weeks given to residents to exchange between themselves
Leasehold enquiries
  1. Up to 18 working days for detailed service charge breakdowns
  2. Within 2 working days for provision of account balance
  3. Up to 10 working days for enquiry response
  4. If a full response will require over 10 working days we will keep you informed with when to expect it
Tenancy & estate management
  1. Within 1 working day for response to abandoned property reports and action taken to ensure property is safe and secure
  2. Up to 4 weeks for response to assign your tenancy applications (provided that all supporting documents are correctly provided)
  3. Up to 6 weeks for decision on mutual exchanges (home swap)
  4. Up to 4 weeks for response for succeed to a tenancy applications (provided that all supporting documents are correctly provided)
  5. You will be given at least 4 weeks notice before any changes are applied to your tenancy. You will also be given opportunity to have your say in line with resident involvement arrangements

 

Housing Rents Service Standards

Requested Service/Reported IssueExpected Wait Time
Statement of rent accountUp to 5 working days
Direct Debit set upUp to 5 working days
Standing Order set upWithin 1 working day
Refund application for credit on rent accountUp to 10 working days
Order a new rent cardUp to 5 working days
Make a payment arrangementImmediate
Change of circumstance update applied to accountUp to 10 working days
Referral to advice and support for debt managementImmediate
Sheltered housing rent paymentWithin 1 working day

 

Environmental Health Service Standards

Requested Service/Reported IssueExpected Wait Time
Registration of audible alarmsRequests processed within 3 working days
Service requestsContact will be made within 3 working days (if applicable e.g. alleged food poisoning reports)
Food  Business RegistrationsUp to 28 days for initial inspection (on submission of completed registration form)
Infectious diseases - reported by GP's, Hospitals and Public Health EnglandOn receiving an infectious disease notification which requires investigation e.g. food and water based diseases, patient will be contacted within 3 working days
Infectious diseases - reported directly to the council by residentsOn reporting an alleged case of infectious diseases e.g. food poisoning a survey will be posted within 3 working days
On submission of the completed survey, we will be in contact within 5 working days if further information is required
Noise pollution reportsOn receiving an initial noise pollution report, we will be in contact within 3 working days
On receiving details regarding noise pollution, we will send a letter to the alleged perpetrator to make them aware of the complaint (complainant will not be named during the process of investigation)
Stray dog procedureIf you find a stray dog, we will collect the dog and transfer it to one of our kennels within 1 working day
If you have lost your dog and it has been found and kept at one of our kennels an appointment will be made for you to collect the dog within 1 working day (you will be required to settle your bill at collection)

 

Planning Service Standards

Requested Service/Reported IssueExpected Wait Time
Copy documentsUp to 5 days for response and dispatch of documents
MailboxWithin 1 working day
Neighbour comments (planning application)Up to 3 working days for response
Comments on an applicationUp to 3 working days
Tree Preservation Order (TPO's)Up to 10 working days
Uniform service requests
  1. Within 1 working day
  2. Within 48 hours if unsuccessful

 

Front of House Service Standards

Requested Service/Reported IssueExpected Wait Time
ATMImmediate
Car Parking PermitsImmediate
Car Part CoinImmediate
Document check & copyUp to 15 minutes wait time
General service enquiriesImmediate
Housing assessmentUp to 30 minutes to establish whether further support will be provided
Represented cheques (bounced)On the day
Council Tax and BenefitsUp to 15 minutes to be seen

 

Service Standards for Post and Other Correspondence

Service Requested/Reported IssueExpected Wait Time
Council Tax recovery inboxWithin 2 working days
Members post

1st class: same day

All other: once as week on a Thursday

Original document scan and returnUp to 10 working days
PostDaily
Postage enquiriesImmediate
Rent officer referralsSent daily to rent officer
Scanning tenancy sign up (check and copy)Same day
Scanning homeseekers (check and copy)Same day
Scanning for housingUp to 3 working days
Scanning for income and collectionUp to 3 working days
Scanning for Business RatesUp to 3 working days
Scanning for Council Tax and BenefitsUp to 3 working days

 

Service Standards for Customer Services

Response to Contact Made viaExpected Wait Time
Customer Services telephoneOn average 2 minute wait time. Varies according to demand level
Customer Services emailUp to 10 working days
Customer Services letterUp to 10 working days

 

Complaints and Members Enquiries

Requested Service/Reported IssueExpected Wait Times
Comments, Compliments and ComplaintsUp to 10 working day for a response detailing what to expect
Members enquiriesUp to 10 working days

 

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