Our customer offer - Contacting council services

Find out why we’re moving towards digital contact channels and how to contact us if you don’t have access to the internet.

Why we’re moving our contact channels online

We’ve based our customer offer on what a customer needs rather than what they want. 

This is the best use of limited council resources and means everyone can contact the services they need.

We need to support people with specific needs and moving our channels of contact online helps us to do this.

We'll continue to respond to feedback from our customers and develop the ways of contacting our services.

Contact us online


The best way to contact us is through the Brighton & Hove City Council website.

You can use our self service forms which go straight to the service you need.

Customer service centres

Our customer service centres have computers with free internet access and phones that you can use to contact council services.


If you’re a library member, you can use the computers in our libraries.

You can also book a Library Connect Session and get help to use a computer or other digital device.

Digital inclusion

Digital Brighton & Hove is a digital inclusion project that can help you:

  • gain basic digital skills
  • support you to get online
  • find internet access points
  • borrow devices
  • find a drop-in session or course

Contact us by phone

Key service phone lines are open from 9:30am to 1:30pm or longer. Any exceptions to this are temporary and we’re monitoring them.

If you’re working with a specific officer in the council they may give you their direct phone number, where relevant.

You can also phone our switchboard on 01273 29 00 00 if you:

  • don’t know which council service you need
  • need help to contact us online

Visit us in person

What’s available at our customer service centres

If we can’t meet your needs online or over the phone, a customer service advisor based at our customer service centres will be able to help you find the service you need.

What is not available at our customer service centres

Our customer service centres do not:

  • arrange face to face appointments with specific teams like Parking or Council Tax - services arrange these directly if a query cannot be dealt with online or over the phone
  • sell parking tickets
  • provide a cashier service for paying parking fines or council tax - you need to do this online

Other face to face services

Where we’re not able to meet customer needs either online or telephone, face to face appointments are being provided to make sure everyone can contact and access our services.

Service specific buildings and reception points

Some services have buildings with receptions points, like children’s centres, social work hubs and libraries.

We base the services at these locations on customer need.

Face to face appointments in the community

Some staff, like social workers and regulatory officers carry out in person visits, inspections and appointments. These are arranged based on service and customer needs.

We regularly review and adapt our services, and we deliver our services in line with our our customer promise to you.