Support policy

Our support policy outlines how we respond to requests and prioritise the work we do.

Types of request

You can submit three different types of request: 

  • Promote a specific project, campaign, event, or success 
  • Provide information about a council service, policy, strategy, or guidelines 
  • Make an admin request. 

When you submit a request, we will check it against the marketing and communications activities agreed with the Corporate Management Team to support the outcomes in the council service plan and the council’s transformation. Right now, our main priorities are to communicate COVID-19 public health information and to support our recovery from the impact of the pandemic across our communities, our businesses and our organisation. 

Once your request has been submitted, we will then confirm next steps and when we will complete your task.  

The teams currently monitor and manage requests Monday to Thursday 8am to 6pm and Friday 8am to 5pm.

Response to requests 

The following information outlines how quickly we aim to respond to a request and the criteria we’ll use to categorise it.  

We have five levels of priority. To decide which priority level your request will be at, we first understand how many users or services it affects. Does it affect: 

  • most users and/or services?  
  • some users and/or services?  
  • very few users and/or services? 

We then look at the impact of the request.  

Significant impact  

  • likely to cause reputational harm 
  • contravenes our legal obligations 
  • stops use of services 
  • stops service delivery 
  • highly likely to cause large financial loss to the Council.  

Some impact 

  • Moderate risk to Council reputation 
  • doesn’t contravene any legal obligations 
  • changes or interrupts use of services 
  • changes or interrupts service delivery 
  • may result in some low financial loss to the Council.  

No impact 

  • no risk to Council reputation 
  • doesn’t contravene any legal obligations 
  • doesn’t affect use of services 
  • doesn’t affect service delivery 
  • will not result in financial loss to the Council.

First response times

These response times are the maximum. We aim to be as quick as possible.

Impact / UsersAffects very few users and/or servicesAffects some users and/or servicesAffects most users and/or services
No impactLow (response within 15 business days)Normal (response within 10 business days) Medium (response within 5 business days) 
Some impactNormal (response within 10 business days) Medium (response within 5 business days) High (response within 2 business days) 
Significant impactMedium (response within 5 business days) High (response within 2 business days) Critical (response within 1 business day) 

Responses to large pieces of work

A large piece of work requires more than one member of staff and more than three business days to be completed. This could be the creation of a website or a significant communications campaign. 

If we categorise your request as a large piece of work, we aim to contact you within 10 business days to discuss your requirements. We will then consider the request in line with our current workload and priorities to establish whether it will go ahead or not.