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Mid Sussex District Official Guide
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 Mid Sussex District

Mid Sussex District Council
Oaklands Road
Haywards Heath
West Sussex
RH16 1SS

Tel Enquiries: 01444 458166

Email: Mid Sussex Council
Mid Sussex Website mouse

How can we Help?

Mid Sussex District Council (MSDC) is responsible for a range of services including

    • Planning
    • Building Control and Searches
    • Land Charges
    • Leisure provision
    • Environmental Health
    • Community Development including Sports & Arts Development
    • Refuse and recycling
    • Benefits
    • Housing
    • Council Tax collection on behalf of West Sussex County Council and Sussex Police.

You can contact us in the following ways:

By Telephone: 01444 458166 The district Council offices Oaklands.
Monday to Thursday: 9am to 5.15pm and Friday: 9am to 4.15pm .
See pages 16-17 for an A-Z listing of useful numbers for specific services.

Out of hours Emergency line: 01444 446495

In Person: All MSDC offices are open from 8.45am to 5pm Monday to Thursday and 9am to 4pm on Friday. However, if you wish to see a specific officer, it is advisable to arrange an appointment by telephoning the offices 8.45am to 4pm.

By Letter: Please write to Mid Sussex District Council, Oaklands, Oaklands Road, Haywards Heath, West Sussex. RH16 1SS.

By E-mail: Our general e-mail address is enquiries@midsussex.gov.uk

Via our Website: www.midsussex.gov.uk

If you need help with paying your Council Tax or Rent, please contact the Benefit Services Section for an application form or advice. Benefit Services can be contacted by telephone, in person at Oaklands, or during surgery times at Burgess Hill Town Council (Tuesday and Thursday 9am - 11.30am and Wednesday 2pm – 4 pm), East Grinstead Library (Monday and Wednesday 9.30am - 11.30am) or Hassocks Parish Centre (every other Thursday from 2pm - 4pm).

You can make your payments by pre-arranged instalments. We accept payment in a number of ways to help you i.e. Direct Debit or via the Internet, and our staff are always pleased to answer any queries with regards to methods of payment. Please call 01444 477564 for further advice.

Freedom of Information (FOI)

The Freedom of Information Act was passed by Parliament on 30th November 2000. It grants members of the public new rights of access. The Act came into force in two stages. In February 2003 we produced a publication scheme, which is a guide to the types of information that we, as a public authority, routinely publish. This is available on our web site and reference copies are available at our receptions and libraries in the area. On 1st January 2005, the General Right of Access came into force, giving anyone the right to ask any public authority for any information they hold. Mid Sussex has a comprehensive FOI section on the Council’s website containing general information, an on-line publication scheme for easy searching and guidance on how to make a request for information (including forms).

Our Reception staff are always happy to helpOur Performance and Plans for Improvement
Mid Sussex District Council’s Corporate Plan is agreed at the end of February each year and shows how the Council intends to improve during the next financial year. The Corporate Plan sets out the performance targets for each service the Council provides and details the Council’s budget to achieve these goals. Our performance and scrutiny committee monitor progress and they meet four times per year to review the Council’s performance. Their reports and other relevant performance information is published on the Council’s website www.midsussex.gov.uk.

Copies of the Council’s Corporate Plan are available from Help Points and it can be viewed or downloaded from our website www.midsussex.gov.uk. Alternatively copies can be requested from our Corporate Improvement Team on 01444 477360.

Local Strategic Partnerships and a Community Strategy for Mid Sussex
This document sets out the background to Local Strategic Partnerships (LSPs) and Community Planning. It outlines how MSDC supports the Mid Sussex LSP and three Area Community Forums, and how each is involved in the delivery of the Community Strategy. For more information contact Community Services on 01444 477229.

Mid Sussex Matters
Our magazine, Mid Sussex Matters, is delivered to every household and business in the district, featuring a mix of council and community stories, and local events. If you have a good story about something that is happening in Mid Sussex, please send it to the MSM team on msm@midsussex.gov.uk

With a circulation to over 67,000 households, businesses and Help Points, the magazine has opportunities to advertise. For further information regarding advertising please call the press office on 01444 477240.

Help Point SignHelp Points
There is a county network of Help Points, with three in Mid Sussex, at East Grinstead Library, Burgess Hill Town Council and Mid Sussex District Council Offices main reception in Haywards Heath. Help Points provide a single contact point for any enquiry on local government issues. The network has recently been re-awarded the Charter Mark for the services it offers.

Customer Service Standards
Customer Service is something about which we care passionately:Burgess Hill Help Point

When you write to us
Letters and faxes are answered within 10 working days. If a full reply is not possible within the 10 working day target time, your correspondence will then be acknowledged within three working days, telling you who is dealing with your query.

We will use plain English in all leaflets, application forms, documents and letters.

When you phone us
The Council has a direct dial telephone system, which enables callers to contact services and officers directly. If you are unsure who you need to contact, please call our main reception number on 01444 458166.

Our target is to answer your call within 15 seconds (6 rings). If you telephone us we will put you through to an officer who can assist you.

We will greet you in a polite and courteous manner.

We will leave clear instructions on recorded voice mail messages.

We are continuing to develop a range of corporate standards for customer service to improve how we provide our services.

If things go wrong
The Council aims to give you the best possible service but as in any large organisation, things do occasionally go wrong. We have an established complaints procedure, which allows three levels of investigation. Oaklands MSDC'S administrative headquarters

A leaflet called ‘Details of our Complaints Procedure - solving your problems’ is available on request from the Council Offices. We value customer feedback on our service delivery. We therefore use this direct feedback to identify the root cause of any complaints and ensure improvements are made to our processes for the longer term.

We hope that all problems brought to our attention are fully resolved using our complaints procedure. However, should this not be the case, an explanatory leaflet entitled “How to Complain to the Local Government Ombudsman” is available either from the Council offices, or direct from the Ombudsman at Millbank Tower, London SW1P 4QP. Details are available on the Ombudsman website at www.lgo.org.uk, or the telephone advice line on 0845 602 1983.

Whilst every care has been taken in compiling this publication and the statements contained herein are believed to be correct, the publishers and promoters cannot accept responsibility for any inaccuracies. Reproduction of any part of this publication in any format, without permission, is strictly forbidden. Photographs courtesy of bdi-images.com South of England Showground, Wakehurst Place.