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Contact us

How to contact us during office hours or in an emergency, plus how to complain formally about a service we have provided.

Council offices open for pre-booked appointments

Our offices are open on an appointment-only basis. This is so that we can keep our customers and staff safe.

You will find many of our services are available on this website, so this is a good place to start. If you need to contact us, the best way is still by email or telephone, as our staff may not be working in the office.

To speak to someone in person, you will need to book an appointment first. You can do this by contacting the team directly to arrange a time.

Appointments are available between 9am and 3.30pm, Monday to Friday.

If you are not sure who to speak to, please contact our customer services team by email - customerservices@rushmoor.gov.uk or phone - 01252 398 399.

What to do when attending your appointment

When you arrive, we will take your temperature. You will also need to wear a face covering when inside the building.

You will need to provide us with your contact details as part of the NHS Test and Trace scheme. We will let you know about data protection when you give us your details, but please see the GOV.UK - NHS Test and Trace privacy web page for more information.

If you are using the NHS COVID-19 app, we also have a QR code for you to scan.

We are not be able to take payments at the offices, but as well as our make a payment web pages, you can also use our 24-hour payments line, 01252 398 373, or pay through your local Post Office or bank.

Contacting our services

Our customer services, benefits, business rates and council tax teams phone lines may be busy, so it may take longer to deal with your enquiry.

If possible, it would help if you could email us, rather than phone. You can use the following email addresses for these teams:

Customer services - customerservices@rushmoor.gov.uk
Benefits - benefits@rushmoor.gov.uk
Business rates - businessrates@rushmoor.gov.uk
Council tax - localtax@rushmoor.gov.uk

Other departments email addresses can be found on our website.

Online

Our website will be able help you with many of the questions you may have, including about:

You can also report things to us and apply or pay for a service.

Hampshire County Council also look after a number of services to do with our roads, which include potholes and uneven road surfaces.

If you can't find what you're looking for, though, please try the 'search' box at the top of this page.

How to contact us

Contact us form

Email - customerservices@rushmoor.gov.uk

Phone - 01252 398399

Social media

Our opening times

Staff are available by phone and email during our normal opening hours:

Monday to Thursday - 8.30am to 5pm
Friday - 8.30am to 4.30pm

For issues that can't wait until the next working day, call our emergency out-of-hours number. For more details, see our Contacting us in an emergency page.

Find us

Rushmoor Borough Council
Council Offices
Farnborough Road
Farnborough
Hampshire GU14 7JU

Get directions to the council offices and where to park.

Making a formal complaint about our services

We are committed to providing you with the best possible service. However, we do recognise that at times, things can go wrong and you may want to complain formally.

On these occasions, we would ask you to follow our formal complaints procedure.

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1. We use your views to improve our website. If you have a query about our services, please email customerservices@rushmoor.gov.uk.
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Read about the information you send to us and what we will use it for
- 1. Identity of the Data Controller and contact details
  Rushmoor Borough Council is the data controller for the personal information you provide on this form. You can contact the Council by phone on 01252 398399, via email to webteam@rushmoor.gov.uk or by writing to us at Council Offices, Farnborough Road, Farnborough GU14 7JU. You can contact the Council’s Data Protection Officer at data.protection@rushmoor.gov.uk.
- 2. What we need your information for and the legal basis for it
  We need your personal information to be able to get back to you about your feedback on the website. This is so we can carry out our public tasks.
- 3. Use for any other purposes
  If we need to use your information for any other purpose, we will normally inform you before using it, unless we believe you know about the new purpose already or there are legal reasons that prevent us from telling you.
- 4. Will you pass my information to anyone else?
  We may share your information with other teams within the council such as Housing, Parking, Contracts and Planning in order to provide our services, carry out our public tasks and to keep our records up to date. If you ask a Councillor for help we may pass information to them and other services to enable them to help you.
  
  We may also pass information about you to third parties where required by law to do so.
- 5. How we will store and look after your information
  Your data will be held electronically and will not be stored in a country outside the UK. All paper records containing your personal information will be held securely in our filing systems and archives.
- 6. How long we will retain your information
  We will normally keep your details for a period of 3 years after you send them to us or for as long as we are required to do so by law, or in accordance with our operational requirements. For further information on our policy for retaining personal information, see our retention guidelines.
- 7. Your rights concerning your information
  The General Data Protection Regulation gives you a number of rights concerning your personal information. See the list below. Not all rights apply in every case – it will depend on the legal basis for collecting your information and how we use it.
  - The right to be informed
  - The right to restrict processing
  - The right of access
  - The right to data portability
  - The right to rectification
  - The right to object
  - Rights related to automated decision making, including profiling
  - The right to erasure
  Further details on these rights can be found on our website www.rushmoor.gov.uk/dataprotection
- 8. Right to complain to the Information Commissioner’s Office
  If you are not happy with the way the Council is handling your personal information you have the right to lodge a complaint with the Information Commissioner’s Office. (ICO).
  
  You will find details of how to do so on the ICO website at https://ico.org.uk or by phoning their helpline on 0303 123 1113.
- 9. Why we need your information and the consequences of not providing it
  We need your information to be able to get back to you about your feedback on the website. If you do not provide your details, we will not be able to contact you about your feedback.

External links

Contacts

Customer Services
customerservices@rushmoor.gov.uk
Tel: 01252 398399
View full details