Customer Services are open from 9am to 5:15pm Mondays to Thursdays, and until 5pm on Fridays.
Call or email our contact centre staff with your question.
Send us your letters and documents by email, or by post – please address the envelope to the relevant department.
Or, give us your documents at a face-to-face appointment with Customer Services at the Civic Offices in Borehamwood.
You need a pre-booked appointment to use many of our services at the Civic Offices. Please call us before coming to the Civic Offices, so we can find you an available time slot.
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No excuse for abuse: aggression or abuse directed towards our staff, whether it's face-to-face, over the telephone, or by email, is taken extremely seriously. We are committed to protecting our staff, and to tackling workplace antisocial behaviour and violence. We always encourage our staff to report any instance of abuse, so we can involve the police if appropriate and seek the toughest penalties. We understand you might feel frustrated if matters are not dealt with as you wish. You might be experiencing stress or other personal matters, but if that escalates towards aggression we will take action.
Find walking routes to the Civic Offices by selecting ‘walk’ on your internet, or map, search engine.
The nearest bicycle parking location is outside the Civic Offices, on the side of Elstree Way. Find cycle routes by selecting 'bike' on your internet, or map, search engine.
Route 107 between Barnet and Edgware, via Elstree.
Route 292 between Colindale's Asda supermarket and Borehamwood, via the A1 Stirling Corner.
Route 398 between Potters Bar, South Mimms, and Borehamwood.
Route 306 between Watford, Bushey, and Borehamwood.
Via the A1 Barnet bypass - exit the A1 at the flyover by the Holiday Inn hotel, leading onto Elstree Way. Continue over the double mini-roundabout, passing the Shell fuel garage on the left. Turn right immediately after the Ibis hotel, into the Civic Offices car park. Our offices are to the left of the car park.
Alternatively, continue along Elstree Way to the main roundabout, then take the exit towards Shenley, onto Shenley Road, then turn right into the Civic Offices car park.
The Civic Offices car park is pay-and-display, but next to our offices are a few blue badge spaces, and 1-hour parking spaces. Please read the parking information signs carefully.
Travel on the Thameslink line to Elstree and Borehamwood station. Exit the station onto Station Road, turn right onto Shenley Road. The Civic Offices are approximately 10 to 15 minutes walk, along Shenley Road high street, past the Tesco supermarket and Elstree Film Studios on the right. The Civic Offices are immediately after the main roundabout, and can be accessed from either the left, where Shenley Road continues, or from the right, Elstree Way.
Emergencies out-of-hours and during public holidays: for drainage, environmental health, trees, dangerous structures, housing or homelessness issues, please call 0345 300 0021 - charges might apply.
Hertsmere Customer Care Standards
We will ensure that all customers have access to our services and we will not discriminate on the grounds of age, disability, gender, race, religion or belief, or sexual orientation.
We will respond, or let you know how we are dealing with the matter, within ten working days.
We will write in a way that is easy to understand and use languages other than English when appropriate.
We will arrange for Braille or large print information when requested. We will advertise the fact that alternative formats are available if people ask for them.
We will give you the name and contact details of the person or section who can help you.
Customers asking for a service
We will tell you about when you can expect to receive the service you have requested and keep you informed of any changes to this.
We will answer within 20 seconds.
We will greet you in a courteous manner, giving our name or section as appropriate.
We will arrange to call back or write to you if an immediate response is not possible. This contact will be made in an accessible way to meet your needs.
We will only transfer a call if we know who to transfer the call to. Otherwise we will arrange to call you back.
We will make appointments, in advance wherever possible. We will identify ourselves as council employees with a name badge or warrant card or agreed password if appropriate. When we arrive, we will explain who we are and the purpose of our visit.
We will be polite, friendly, and conduct our business efficiently.
We will let you know what will happen next as a result of our visit.
We aim not to let you wait any longer than 15 minutes but, if necessary, we will keep you informed about any delay.
Our reception areas will:
be clearly sign posted
have helpful and welcoming staff
be accessible, clean and tidy
clearly display information about other relevant services and how to contact them
have a free phone in main reception areas to allow you to contact other council offices
have information about council services in different languages, where appropriate
offer interpreters and ensure they are available if booked in advance
preserve confidentiality where requested, and advertise this fact widely so that you know you can ask for this to be done
cater for the needs of visiting children and babies as far as possible.
We welcome your feedback to help improve our service to you:
For questions about: pavements and roads - for example to report faults such as potholes or broken streetlights, blue badges or bus passes, libraries, schools, children's or adult social care services, certificates of birth or death or marriage or citizenship, or household waste recycling centres, please contact Hertfordshire County Council.
HertsHelp advises Hertfordshire residents about support and wellbeing services, including money advice, the Welfare Assistance Scheme during an immediate financial crisis, or Meals on Wheels. Email info@HertsHelp.net or call 0300 123 4044.
