Customer Service and Support Information for Aberdeenshire Council
Customer Services at Aberdeenshire Council, led by Service Manager Michelle Milne, assists with queries, payments, and services such as Council Tax, Housing, Waste Management, and Social Care. They aim to resolve issues promptly or escalate them to the relevant departments for prompt resolution. Contact them for a variety of services and support options across Aberdeenshire.
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Presentation Transcript
If You Need Us Our Role Where We Work What We Do Service Manager is Michelle Milne. Team Leaders are Caroline O Shaughnessy and Dave Anderson. Email address:- customersservicemanagement @aberdeenshire.gov.uk. Customer Services is the first point of contact for customers looking to request or pay for Council services and report issues. Staff are based all across Aberdeenshire, working in local Service Points, on the phone and on webchat queries. We aim to solve queries at the first point of contact. Where this is not possible we escalate to the relevant service to resolve. Customer Services Council Tax Waste Housing Education Feedback Payments Roads ID Verification Social Care General Enquiries Contact numbers to reach our services can be found here
Additional Information on Specific Services Provided Council Tax Housing Roads/ Landscape Waste General Enquiries Education Change of Address Tenancy Change Forms Reduction Forms Change of Circumstances Payments/ payment arrangements Set up Direct Debits Water/Sewerage queries Log housing repairs and any repeat queries Housing rent payments Housing rent balance enquiries Apply for a council property Waiting list enquiries for a council property Council property upgrade enquiries Garden maintenance enquiries Tenancy enquiries/changes Log street lighting faults Report road defects (e.g. potholes/ surfacing/road signage etc.) and any repeat enquiries Winter maintenance (e.g. requesting gritters/grit bins requests) Landscape Services (e.g. road verges) Emergency road issues (e.g. Oil spillages, trees on road) Report missed collections Request new bins/ compost containers Request a special uplift of bulky items Payments for new containers and special uplifts Advise collection dates Report fly tipping Report abandoned vehicles Report any waste issues in public areas e.g. sharps Report public convenience issues Calls for all Council employees Blue Badge applications, renewals and enquiries National Entitlement Cards applications, renewals and enquiries Lair Ornamentation Customer feedback Have Your Say Any other Council enquiries School Meal Enquiries Setting up new accounts Help with accounts that are locked New passwords for accounts Problem solving with log in issues
Social Care Payments ID/Evidence Verification Other Payments for council tax, housing rent, invoices, waste items (where applicable) and business rates Payments can be made online, by telephone using the Automated Payments Line or via an Advisor, as well as in Service Points Payments can only be made using credit/debit cards no cash/cheque payments accepted Verification of evidence required for benefit/ crisis grant applications Verification of identification and immigration checks for personal/taxi licence applications Validation of identification for newly appointed Council employees Validation of evidence for National Entitlement Card and Blue Badge applications Issue crisis grants Issue various forms to customers e.g. Housing tenancy forms, licensing forms, benefits forms where no online access etc Support customers to complete online forms in Service Points Issue Green Dog Walker items Issue Waste recycling items Occupational Therapy Referrals to request new equipment Change in circumstances Repairs/uplifts of equipment Telecare Referrals for telecare equipment and community alarms Repair/uplift of equipment Change in circumstances Billing Enquiries Care Management Referrals to request help around the home Restarting care packages after hospital discharges Referrals for respite care Customers reporting carer has not attended Change in circumstances Follow up queries for all
Feedback The Feedback Team are an impartial team whose main role is to administer the Complaints Handling Procedure for Aberdeenshire Council The Scottish Public Services Ombudsman (SPSO) is the final stage for complaints regarding public services, their service is free and confidential Feedback in the form of compliments, comments and complaints is recorded through our Have Your Say process The team will acknowledge receipt of complaints and ensure services respond in a consistent and timely manner They provide training and advice to services and investigating officers If You Need Us Phone: 01224 001846 Email: feedback.team@aberdeenshire.gov.uk Full guidance on our complaints process and our Have Your Say online form is available here
