Customer services updates
We are currently moving our Customer Services team to a homeworking arrangement.
This change, coupled with the increased number of calls, means that for the next few days it may take longer than normal to answer your call. We are hoping that by the end of the week all our call handlers will be working from home, and this should make it easier to answer customer enquiries.
Before you call the team please look at our website, as we have tried to answer the most commonly asked questions there, and all our services updates are also available to view.
You can reach our teams to talk about specific services and find out key information using the contact us form on our website.
You can also email the relevant team directly:
Business rates/council tax: email@example.com
Housing rents: firstname.lastname@example.org
Housing repairs: email@example.com
If you do not have access to the internet you can call the Customer Contact Centre on 01246 345345.
Many residents regularly make payments to the council, whether these be for rent, careline or council tax. The Council is still able to take payments without the need for face to face contact.
You can pay for any of our services online using our secure portal. Simply select the service you want to pay for, and it will take you to a secure checkout. You can find this portal on our website.
If you don’t have access to the internet, then you can call 0345 602 0214 which is our automated payment line. All you need are your account details and a valid debit or credit card.
Some of our customers make cash payments using PayPoint at local shops or at Post Offices using Transcash. Payments can still be made using these methods, but we would encourage you to use other ways to make payments where you can and please only use cash methods if you are visiting the shop for your essential shopping. Do not make a special journey to make payments to Chesterfield Borough Council.
Councillor Jean Innes, cabinet member for business transformation and customers, said: “I know lots of our tenants and other residents are worried about being able to afford to pay their rent or council tax due to the current situation. We can offer support to residents who are struggling to pay, please email us or if you don’t have internet access call our customer contact centre. For customers who are still able to pay please use our website or automated payment line.”
We are currently working very hard to respond to all enquiries, but we are receiving an extremely high number of phone calls. We would like to remind everyone that you can reach our teams to talk about specific services and find out key information using our online enquiry form.
However, if your enquiry is urgent you can call the Customer Contact Centre on 01246 345345.
Customer Contact Centre
Although we have had to close our face to face customer services, you can still contact the council in a number of ways including telephone 01246 345345, email firstname.lastname@example.org or by completing our online form.
The Customer Contact Centre is currently experiencing a high volume of calls. If your call is not urgent, please contact us online or by email email@example.com if possible to help us to manage the level of enquiries we are receiving effectively.
From Tuesday 24 March, the Customer Service Centre and On The Move will be closed to the public until further notice.
Our staff are still working hard to solve any issues you may have but you must now contact them using the following contact details:
Customer Services - call 01246 345345 between 8.30am to 5pm, Monday to Friday
On The Move – call 01246 345700
Emergency repairs – call 01246 345000 during office hours and 01246 345041 for out of hours emergency repairs
Homelessness prevention - call 07870 277291 during office hours and 01629 533190 for out of hours enquires
Derbyshire Discretionary Fund – for all enquiries call 01629 533399
If your enquiry is less urgent, please contact the relevant team via email:
Council Tax – firstname.lastname@example.org
Rents – email@example.com
Benefits – firstname.lastname@example.org
Homelessness Prevention – email@example.com
Licensing – firstname.lastname@example.org
On The Move – email@example.com
Postal address – If you are unable to send forms via email these will need to be posted to:
Chesterfield Borough Council
85 New Square
Customer Service Centre and On The Move
Cllr Jean Innes, cabinet member for business transformation, said: “We are taking the difficult decision to close both the Customer Service Centre and On The Move housing options centre to customers from tomorrow (Tuesday 24 March) until further notice, in order to protect the safety of the public and our staff.
“We know that this is a worrying time and want to assure you that our council services can continue to be accessed through our other contact channels.”
Many of the council’s services can be accessed online through our website. You can also reach our services including benefits, council tax, licensing and many more via email, these are listed on our Coronavirus information hub.
The customer service call centre can also still be reached by calling 01246 345345 between 8.30am to 5pm, Monday to Friday.
If you are homeless and need urgent support, our homelessness service can be reached on 07870 277291.
If you need to apply for an emergency payment from the Derbyshire Discretionary Fund, you can call Derbyshire County Council directly on 01629 533399.
We are happy to accept copies of forms and documents online and encourage you to use this method to provide us with information. If you need support to do this, please call us on 01246 345345 and we will be pleased to help you.
Payments can be made online at www.chesterfield.gov.uk/pay or by using our automated telephone number 0345 602 0214. If you are unable to use these methods, please contact us on 01246 345345 and we will do all we can to help.
Payments - PayPoint providers open (23/02/2020):
- Spar - Littlemoor, Newbold
- Spar - Newbold road
- West Bars News agent
- WHSmith (post office)
- Spire news
- Co-op - Newbold
The Customer Service Centre currently remains open as normal, however, only visit in person if absolutely necessary; please ring the team on 01246 345345 between 8.30am and 5pm or use our website forms and email addresses to get in touch with us.
Payments for council services can be made by telephone on 0345 6020214.
Extra cleaning measures are in place at the centre to protect both staff and residents and there is hand sanitiser available to use for all visitors.
If you regularly pay Council Tax, rent or make any other payments at the Healthy Living Centre, these should now be made online or by calling 01246 345345.
We have kept payment stations open at the Customer Service Centre in Chesterfield town centre. Please only use this facility if you are unable to pay online or over the phone. You can continue to make payments at PayPoint outlets and through the Post Office but please only do this if it is safe for you to do so.
If you are suffering from coronavirus symptoms and / or are required to self-isolate, please call us and we can discuss your situation to find a solution.
The council’s Customer Service Centre is open as normal meaning you can ring or visit the team at New Square as required. If you have any queries about a specific council service speak to a member of the team on 01246 345345.
Please do not visit any council buildings if you have a high temperature and / or a new continuous cough.
Customer services key contacts
Telephone (8.30am to 5pm): 01246 345345
Online: enquiry form