Brent Customer Services

Customer services

Brent Customer Services provide residents and visitors to Brent with access to a wide range of council services. If you cannot find an answer here on our website you can:

Submit an online enquiry

If you want to pay, apply, book or report something specific and you know the service you are looking for you can try our direct links to these online forms:

 

My Account queries

If you have an issue with My Account regarding Benefits, Council Tax or Housing, such as logging in and password reset, please go to the live webchat during office hours and someone will be there to help you. 

Other ways to contact us

You can also contact us by telephone on 020 8937 1234, email customer.services@brent.gov.uk or by visiting Brent Customer Services Centre or self service contact points

Popular contacts

In order to resolve particular types of enquiries promptly it may be easier to email:

Answers to popular questions

Website enquiries

If you have an enquiry regarding the content of pages on this website, please contact webteam@brent.gov.uk

Secure email guide for customers

To protect sensitive information, we sometimes send emails using a secure encrypted email service. Read our guide to this service - Egress Switch.

Centre and contact points

Brent Customer Services Centre

Brent Customer Services Centre is located in the Brent Civic Centre

As well as access to induction loops, interpreters, freephones and computers, our services include:

  • housing and council tax benefit
  • council tax
  • school admissions
  • blue badges
  • taxi cards
  • concessionary travel passes
  • social services
  • Brent Housing Partnership enquiries and information about other council services
  • planning and building control services.

Brent Contact Points

Contact points have self-service touch screen computers and free phones available for people to make enquiries.

Customer promise

Our commitment to you

You have the right to expect good quality, easily accessible council services and information.

Our service standards apply to everyone working for us.

We aim to:

  • make it easy for you to access our building and find what you need
  • welcome and greet you within five minutes of arriving at a customer service centre
  • ensure that you do not have to wait for more than 30 minutes to be seen by an officer before your enquiry can be handled
  • answer all calls received and respond to voicemails and messages within 1 working day
  • acknowledge written enquires (by post or fax) within five working days
  • respond to written enquiries within 10 working days
  • acknowledge emails within 2 working days
  • respond to email and SMS enquiries within 10 working days
  • respond to all stage 1 complaints within 20 working days
  • respond to all stage 2 complaints within 30 working days.

You can expect:

  • all of our staff to be fully trained, customer service professionals
  • us to help you with any council enquiry, complaint or suggestion
  • to be given a warm and enthusiastic welcome
  • to be provided with up to date information about your enquiry or complaint whenever you ask us
  • to be sensitive to your needs and do our best to ensure that you can make best use of our service.

You can help us by:

  • giving us all the information we need to help you
  • letting us know if you have any special needs
  • telling us how we can improve our services
  • asking us to explain anything you're not sure of