Service Standards

Telephone Calls

We try to answer all telephone calls within ten seconds. At busy times this is not always possible. You can help the Council to achieve this target and reduce your waiting time by knowing which service you require when you speak to the telephonist.

Letters, correspondence and e-mails

We try to reply to all letters, correspondence and e-mails fully within seven working days. If this is not possible then we try to send an acknowledgement within three working days and respond fully within fourteen working days.


If you are not satisfied with a service you have received from Richmondshire District Council you should complain in the first instance to the unit providing the Services. You can complain by phone, in person, by letter, by e-mail or by fax.

Once your complaint has been received you should receive a full response within seven days or if this is not possible we will send you an acknowledgement letter detailing when you can expect a full response.

For more details please also see the Council's complaints procedure