You Said, We Did…

Our Values include listening to our customers and caring about what you tell us.

Please use our online form to tell us your comments and suggestions on how we can improve our services:

Here are some examples of the changes we made during 2025-26 to the way we do things as a result of your feedback:

Blue Badge Parking at Reigate Road Car Park. You told us that accessing Dorking Halls and the Medwyn Centre can be difficult for blue badge holders at busy times. We have installed two additional disabled parking bays in our Reigate Road car park to help with this.

Paying Council Tax by Direct Debit. You told us that you would like to be able to set up and change a Direct Debit (DD) online, to avoid the need to call or write to us. We have introduced a new online DD form to offer this service which can be found here: Council Tax – Pay by Direct Debit

Dorking Sports Centre. You told us that the gym was too small and the equipment was dated. GLL (our partners) have invested heavily to extend and refurbish the gym which now offers 70 stations of high quality Technogym equipment.

Benches in Dorking. You told us that people were lying down on the two benches near the Thomas Cubitt statue preventing their use by others. We worked with The Men’s Shed to install a central arm to both benches to address this issue.

Pippbrook House. You told us you wanted to see Pippbrook House, a Grade II* listed Gothic Mansion, brought back into use. Following significant investment, we have repaired and restored the ground floor of this beautiful building, and it is now a thriving cultural hub suitable for meetings, exhibitions, creative workshops, live shows and filming. Find out more here: https://www.dorkinghalls.co.uk/pippbrookhouse/

Community Infrastructure Levy (CIL): You told us that the Neighbourhood Community Infrastructure Levy bid guidance is confusing. We updated the online application form, form guidance and webpages to make this easier to understand.

Garden Waste. You told us that you found the new online renewals process quite difficult. We have made improvements to ensure our Customer Services team can help with renewals over the phone as well as you being able to renew via ‘My Account’ on our website. We also send our reminders earlier, so you have plenty of time to renew before your subscription expires.

Assets of Community Value. You told us that the process for nominating an Asset of Community Value was very complicated. We have revised the online form to make it more user friendly and reduced the guidance from 60 pages to 15.

Website. You told us that the search facility was not as helpful as you would like. We have worked to make improvements so that you can find what you are looking for more quickly.

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