Customer Services and Call Centre

We want to ensure that all our customers receive consistently high standards of customer service, can easily provide feedback about our services, and that any feedback received is used to help inform service changes and improvements.

Our commitment to you

As part of our commitment to you, we will always:

Be courteous, helpful, open and honest in delivering high-quality services.
Be professional and positive in our approach.
Be well informed, so that we can help you.
Listen and respond when you have a query, are dissatisfied, or wish to make a complaint.
Use language that is clear and easy to understand.
Treat everyone fairly and equally, with respect and dignity.

About our Call Centre

Our Call Centre is a highly experienced and professional team that supports customer contact across 18 Torbay Council service areas.

As a key frontline service, the team manages a wide range of enquiries, service requests and transactions, helping residents access the information and support they need efficiently and effectively.

Our Customer Service Advisors are committed to delivering a consistent, professional and customer-focused experience with every interaction. Wherever possible, they aim to resolve enquiries at the first point of contact, providing timely solutions and ensuring customers receive a high-quality and seamless service experience.


Day	Opening hours
Monday	9am to 5pm
Tuesday	9am to 5pm
Wednesday	9am to 5pm
Thursday	9am to 5pm
Friday	9am to 5pm

The Call Centre is closed at weekends and bank holidays.

Our Customer Services team can help with many council enquiries, but some services have their own ways to get in touch. If you cannot find the help you need, visit our Contact us page to find contact details for individual council services.

You can also visit one of our Info Zones, located within the library buildings in Torquay, Paignton and Brixham. Information about locations, opening days and opening hours is available on our Info Zones page.

Service areas we support

The Call Centre provides support for the following service areas:

Community Safety – 01803 208025
Electoral Services – 01803 208008
Highways – 01803 207691
Natural Environment – 01803 207797
Housing Needs – 01803 208723
Parking Services – 01803 207695
Registrar Services – 01803 207130
Governance – 01803 207107
Housing Standards – 01803 208025

MyBay Resident Discount Card – 01803 207900
Torquay Town Hall Switchboard – 01803 201201
Planning – 01803 207801
Anti-Social Behaviour – 01803 208025
Food Safety – 01803 208025
Licensing – 01803 208025
Events – 01803 207969
Adult Social Care Complaints – 01803 207524
Social Housing Tenants – 01803 207737

Feedback, compliments and complaints

We welcome your feedback and use it to help improve our services.

If you would like to make a complaint, pay us a compliment or provide feedback about a council service, please visit our Complaints and Compliments page.

Call Centre performance

The Call Centre monitors its performance to ensure customers receive a responsive and effective service.

Between April and July 2026, the Call Centre:

Received 21,049 calls
Successfully resolved 80% of enquiries at the first point of contact

Average call answering times


Month	Average answer time
April 2026	48 seconds
May 2026	47 seconds
June 2026	55 seconds
July 2026	41 seconds

What our customers say

All customers have the chance to complete a survey to provide their feedback after the call.

Some of the most recent feedback comments from July are:

“Call was excellent, no improvements required”.
“Everything was quick and easy to understand.”.
“My experience could not be improved. For me perfect”
“The advisor was very professional and helpful. Sometimes you just need to speak with someone, it can work out quicker in the end.”