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Contacting Us
Online services
The quickest and easiest way to contact us is to use our wide range of online services to report, apply or pay. These are available to use 24/7.
If your enquiry relates to potholes, street lighting or road works, you should report it online to Surrey County Council. We have some further information to help identify if your query is best-directed to either Mole Valley or Surrey County Council. You can find more information on where to direct a query here.
Should you have trouble using our website, other methods of getting in touch are available:
- Telephone: 01306 885001, Monday to Friday 8.30am to 5pm (please note Monday mornings are our busiest time).
- SMS text (if you are deaf or hard of hearing): 07771 576411 (opening hours as indicated above)
If your call is not urgent, you may find it easier to contact us in the afternoon, or later in the week.
Please note: The above number will open at 10am on the first and third Wednesday of every month to allow for customer services staff training.
Our customer services team are here to help. All our staff adhere to our values and will listen to you and treat you with respect. We ask that you do the same.
Please ensure you have any relevant reference numbers or details with you so that we may assist you as swiftly as possible.
Calls to and from us may be recorded for training and monitoring purposes.
How We Handle Your Calls
We are committed to putting customers at the heart of what we do. Our aim is to deal fairly, respectfully and consistently with all members of the public who call us, in line with our values.
We aim to provide accessible services for customers. However, we retain the right to manage a person’s contact with a service where it is considered that person’s behaviour or actions are unreasonable.
We also have a zero tolerance approach with regard to racist, sexist, homophobic or other prejudicial behaviour directed towards any member of staff or contractor.
We understand that people can act out of character in times of stress or when they are upset or unhappy with a situation. We also recognise that some behaviour that may initially be perceived as unreasonable (such as a raised voice) may be due to a specific reason such as a disability.
In such circumstances we will work with you to provide the right support to help you access our services. However sometimes when people are angry, demanding or persistent it can result in unreasonable demands on a service or unacceptable behaviour towards employees.
We know it is frustrating when we do not meet your expectations. We will do everything we can to resolve your complaint and we will always treat you fairly and with respect. In return, and in line with our values, we ask you to:
- treat our staff with respect
- not use abusive language or behaviour when dealing with us
- comply with all reasonable requests we make in trying to resolve concerns
Most customers are polite and reasonable. On the rare occasion when contact is made in an unreasonable way for example repeatedly, obsessively or aggressively, we may need to terminate the call.
In some cases we may write to you explaining what actions we are taking to resolve the matter. This could include restricting how you contact us and who you can contact.
You can email Mole Valley District Council on info@molevalley.gov.uk with your enquiry.
Our address:
Mole Valley District Council, Pippbrook, Dorking, Surrey, RH4 1SJ.
Please note: Our reception is open 9am to 2.30pm Monday to Friday, except for the first and third Wednesday of every month when we open at 10am to allow for staff training.
Computers are available in our reception area to help you access our website and to make online payments. If you need assistance, our receptionist will be happy to help
To make an appointment with a specific department, please call us on 01306 885001.
We provide two specific out of hours services:
1- Building Control – Dangerous Structures: Local authorities have a legal duty to provide a 24/7 service to deal with buildings or structures so that there is no danger to people. Out of hours, this service can be accessed on 01883 722000.
2 – Homelessness: We provide a homelessness service. If somebody finds that they have nowhere to stay and our offices are closed, they can call 0300 123 7718.
Found dog: If you find a dog outside office hours (including weekends and bank holidays) call the out of hours number on 0300 123 7718 to report it.
If there is any other emergency issue which you believe requires an immediate response – contact us on 0300 123 7718.
All media enquiries and interview requests must be directed to the communications team in the first instance.
Please email communications@molevalley.gov.uk or call 01306 885001 and ask to be directed to the Communications team.
All enquiries received outside office hours will be acknowledged the next working day.
Filming in Mole Valley
Due to its exceptional variety of assets such as woodlands, listed buildings, recreational grounds, caves and mausoleum, Mole Valley is a perfect location for filming.
See our filming locations in Mole Valley page for more information.
Share your views on the latest news, pictures and videos with us:
There are also a number of service-specific social media accounts too.
We welcome feedback from our customers and residents about our services.
Complete one of our online forms:
If you require any of our web pages or documents in another format or language, please email info@molevalley.gov.uk
My Mole Valley
My Mole Valley is your one-stop shop for accessing our services online! See the latest information about your property, register for bin collections and planning updates, change your contact details, home address, and much more!
You can also sign up for newsletters such as our main residents’ newsletter, and also for specific topics such as Transform Leatherhead, Mole Valley Life, Dorking Halls or a Business Newsletter.