Aberdeen City Council: Your Contact Guide

Navigating local council services can sometimes feel like a labyrinth, but understanding how to reach the right department is key to resolving issues efficiently. Aberdeen City Council provides a comprehensive network of contact points designed to assist residents with a diverse array of needs, from everyday queries to critical support situations. Whether you're a council tenant needing a gas repair, a resident seeking financial assistance during a crisis, or simply looking to make a payment, this guide will help you connect with the appropriate service.

General Contact and Support Lines

For immediate assistance or if you cannot find a specific contact point online, the Aberdeen City Council Contact Centre is your primary point of call. They operate from Monday to Friday, 9 am to 5 pm, and can direct your inquiry to the correct service. The main number for the Contact Centre is 03000 200 292.

Additionally, the Council operates a crucial Support Line for those facing significant challenges. This freephone number, 0800 0304 713, is available for individuals experiencing:

• Crisis situations
• Extreme hardship due to the rising cost of living
• Mental health challenges
• Domestic abuse, or are concerned about a family member or friend

The Community Support team can offer advice on food provision, financial assistance, energy costs, and general wellbeing. They work collaboratively with other Council teams and city partners to ensure comprehensive support for residents. It's important to note that this is not a medical helpline; for medical assistance, please contact your GP or NHS 24 on 111.

Specific Service Contacts

Aberdeen City Council has segmented its services to ensure specialised assistance is readily available. Here’s a breakdown of key contact numbers and their associated services:

Contact Centre - Detailed Breakdown

The general Contact Centre number, 03000 200 292, offers a range of automated options and direct connections:

• Option 1: Make a Payment - An automated payment line is available 24 hours a day for your convenience.
• Option 2: Housing - This includes inquiries and requests for housing repairs.
• Option 3: Council Tax, Benefits, and Business Rates - For all matters related to these financial aspects of council services.
• Option 4: Waste, Planning, Environmental Health, and Trading Standards - For concerns regarding waste management, planning applications, environmental health issues, and trading standards.
• Option 5: Parking, Roads, Streets, and Transport - Available Monday to Friday, 9 am to 5 pm. For specific off-peak hours regarding flexible parking permits, you may need to select option 4 during the stated times (Mon - Fri, 8 am - 8 pm, Saturday, 8 am - 6 pm and Sunday, 1 pm - 5 pm).
• Option 6: Registrars, Bereavement, and Archives - For services related to births, deaths, marriages, and historical records.

Education and Culture

For matters pertaining to education and cultural services, you can reach a dedicated line on 03000 200 293, operating Monday to Friday, 9 am to 5 pm.

Gas Repairs for Council Tenants

Council tenants experiencing issues with gas appliances, such as central heating, hot water, or boiler problems, including leaks, should contact Sureserve (previously Gas Call) directly. They are available 24 hours a day, 7 days a week, on 01224 937 788.

Making a Complaint

Aberdeen City Council encourages residents to first attempt to resolve issues directly with the service provider. If you have already tried this and your problem remains unresolved, you can escalate it as a formal complaint. For complaints regarding Sport Aberdeen specifically, or other services where direct resolution has failed, the process is as follows:

How to Submit a Complaint

You can submit a complaint through several channels:

• Online Form: Available on the council's website for a streamlined submission.
• In Person: Visit any council office to lodge your complaint.
• By Post: Address your written complaint to the Customer Feedback Team at Business Hub 16, Third Floor West, Marischal College, Broad Street, Aberdeen, AB10 1AB.
• By Telephone: Contact the Customer Feedback Team directly on 01224 070075.

Information Required for a Complaint

To ensure your complaint is processed effectively, please include the following details:

• Your full name and address.
• A clear description of what happened and when the incident occurred.
• Details of who was involved.
• What you believe should have happened.
• How you would like the matter to be resolved.

Complaint Time Limits

Generally, you have up to 6 months after the event to make a complaint. This can also be 6 months after you became aware of a reason to complain, but no more than 12 months after the event itself. The Council may consider complaints submitted outside these timeframes in exceptional circumstances.

Assistance with Complaints

If you are unable or reluctant to make a complaint yourself, you can ask a friend, relative, or an advocate to act on your behalf. For assistance in finding an advocate, you can contact the Scottish Independent Advocacy Alliance. Crucially, you must provide written permission for any third party to act on your behalf by completing a Third Party Consent to Disclose Form.

Summary of Key Contact Numbers

For quick reference, here is a summary of the essential contact numbers:

Frequently Asked Questions

What if my issue isn't listed?

If you are unsure which department handles your query, the general Contact Centre on 03000 200 292 is the best starting point. They can direct your call or provide the correct contact information.

Are calls to Aberdeen City Council free?

Many calls to council services are free, particularly those to 0800 numbers. Calls to 03000 numbers are often included in your mobile phone's inclusive minutes. If your minutes are exceeded, these calls are typically charged at a local rate, which can vary by provider.

Can I make a payment outside of office hours?

Yes, an automated payment line is available 24 hours a day via the Contact Centre (Option 1).

What should I do in a medical emergency?

For any medical emergencies or concerns, you should contact your GP or NHS 24 on 111. The council's support line is not equipped to handle medical issues.

By utilising these contact details and procedures, residents of Aberdeen can ensure their inquiries and concerns are addressed promptly and effectively by Aberdeen City Council.