Our Customer Promises

The council has reviewed its customer promises:


Our staff will be friendly, helpful and respectful.

Our staff will be empowered to deal with your complaints at first contact, wherever possible.

Our staff will be knowledgeable and take ownership of a problem and help identify a solution.

We will apologise when we get something wrong and do our best to put it right.

Our building and reception areas will be accessible, clean and welcoming with visible signage and up to date information.

We will apply our services fairly and consistently and will not discriminate against you.

We will answer correspondence within 10 workings days, or let you know that we will take longer. Complaints will be answered within the timescales set out in this policy.

If we put your call through to someone we will explain to them what you have told us before putting you through.

Keep you informed of progress, especially if something changes.

We will provide you with a number of methods to contact us and contact you in the way you have said you prefer, wherever possible.

Keep our website and information available to you free of jargon and up to date.

Make as many of our services available online so that you can do what you need to do at a time to suit you, without having to contact the council using other means.

Provide digital assistance so that customers who need help feel supported and able to access the services they need.

We have a form that allows you to make an enquiry or make a request for a service. 

General Enquiries Form

Erewash Borough Council

Erewash Borough Council, Town Hall, Wharncliffe Road, Ilkeston, Derbyshire, DE7 5RP
0115 907 2244
DC Employer