Customer Charter
We will:

  • treat all stakeholders equally and fairly
  • make our services easily accessible and usable
  • deliver services to the highest standards and provide value for money
  • provide a swift resolution and carry out immediate remedial actions if we do get things wrong
  • complete regular customer satisfaction surveys for delivery of the Service
  • consider customers’ views when reviewing and improving the delivery of our services
  • inform customers of programmed works in their area via our website and mail drops

Customers are encouraged to contact our Helpdesk using the following routes:
  • freephone number: 0800 096 1438
  • website:
  • e-mail:
  • write to our operational offices/depot: Unit 5, 7 Thompson Road, Whitehills Business Park, Blackpool, FY4 5PZ

When customers contact us we will:

  • answer the telephone within five rings
  • respond to letters within ten (10) business days of receipt
  • deal with complaints relating to ongoing site works within one (1) business day
  • deal with other complaints within five (5) business days
  • acknowledge the receipt of e-mails within one (1) business day
  • log details of customers’ enquiries on the customer care system
  • close the loop when enquiries are satisfactorily resolved
  • invite feedback on our responsiveness and the resolution of enquiries
Last Updated: 31/01/2020 08:42

Delivering public lighting professionally
Lighting Up Blackpool