Contact us
How ever you contact us, we will do our very best to help you. As you would expect in any customer service situation, our colleagues have the right to be treated with respect while they try to help you. They should be able to do their jobs without being verbally abused. Customers who are threatening or verbally abusive on the phone may find their phone call is terminated. Thank you for your understanding.
Our customer service standards
If you phone us we will:
- resolve your enquiry as quickly as possible
- provide Voicemail if the person you need is unavailable
- answer your phone message within three working days
If you write to us we will reply to your letter or email within 10 working days
If we write to you we will:
- write in plain language
- arrange for translation, large type, braille or audio tapes upon request
If we visit you we will:
- carry identification that you can check with a phone call to our contact service on 03450 450500
- arrive at the time we say we will, or give you as much notice as possible if we have to change the time
If we get it wrong we will:
- apologise if we have made a mistake or failed to meet our standards;
- acknowledge your written complaint within 3 working days
- reply in full to your complaint within 10 working days
Assisted Digital Service Support
How we can help
We have set up Assisted Digital Service Support to ensure that nobody is excluded from completing an online application or e-form due to difficulty with digital skills or access to a computer. Eligible customers are offered telephone support or face-to-face support by one of our professional, helpful, contact centre advisors.
Your local library or parish council hub can also provide assistance and is a welcoming place for everyone.
Do it online
You can use one of our self-service forms to pay for it, apply for it and report it online.
Your personalised online account, My South Cambs,
Sign in or register for My South Cambs
You can:
- track the progress of your requests.
- access personalised information such as your Housing Benefit payments and remaining Council Tax Balance 24/7, 365 days a year.
If your query doesn't fall under one of the above categories you can also contact us 24 hours a day using our online form.
Contact us using our online form
Have you received exceptional service?
If yes, please be aware we have a staff recognition scheme, which you can use to nominate a member of staff and they may receive an award.
Other ways to contact us
If you can't find what you are looking for online, you can contact us using the details below. Our main telephone line (01954 713 000) is open 8am to 5:30pm on Monday, Tuesday, Thursday and Friday. On Wednesday our main telephone line is open 8am to 6:30pm.
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Automated 24/7 Payments Line (Council Tax, Rent, Business Rates, Sundry Debt Invoices) |
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Benefits |
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Bins |
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Building control |
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Business Support |
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Business rates |
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Council tax |
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Environmental services |
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Elections |
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Facilities management |
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Fraud hotline |
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Highways England |
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Housing |
Housing services Housing advice and homelessness Repairs and maintenance on Council properties (24-hour service) Heating repairs on Council properties |
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Housing benefit overpayments |
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Licensing |
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Planning |
See the Greater Cambridge Shared Planning website for contact email addresses. |
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Press Office (for Media use only) |
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Rents |
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Sundry debtors |
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For all other enquiries |
Emergency Out of Hours Numbers (after 5:30pm):
- Dangerous Structure Enquiries (Building Control): 03003 038 389
- Environmental Health Emergency (for example, work place fatalities and major incidents): 08456 095 437
- Homelessness Emergency Service: 01253 501 117
Complaints and feedback
If you wish to contact us to make a complaint, please view our complaints and feedback information.
Our address
South Cambridgeshire Hall
Cambourne Business Park
Cambourne, Cambridge CB23 6EA
What3Words location: Everyone.Sailing.Nicely
How to find us
Find us by car
From the A1, (Northbound):
- Leave the A1 at the A428, St Neots exit and join the A428 towards Cambridge.
- After the roundabout junction with the A1198, leave the A428 and follow the signs for the Cambourne Business Park
From the A1(M), (Southbound):
- Leave A1(M) at junction 14 (signposted A14, (M11), London East, Huntingdon, Cambridge, Stansted) and join the A14.
- Stay on A14 for 6 miles. Exit A14 to join A1198 towards Royston and Papworth Everard.
- Remain on the A1198 to the roundabout junction with the A428 and turn left onto the A428.
- Leave the A428 and follow the signs for the Cambourne Business Park.
From the M11:
- Leave the M11 at junction 13 and join the A1303 towards St. Neots / Bedford.
- Join the A428 and continue for a further 5 miles and then follow the signs for the Cambourne Business Park.
Find us by bus
Please visit the Cambridge County Council website or the Cambourne Business Park website to view any of the bus timetables below.
- Service 1: St Ives –Papworth –Hardwick-Cambridge runs Monday to Saturday
Whippet Coaches Ltd 01954 230011
- Service 2: Cambridge – Hardwick – Toft – Caldecote – Boxworth runs Monday to Friday
Whippet Coaches Ltd 01954 230011
- Citi 4: Cambridge – Hardwick – Cambourne runs every day
Stagecoach Cambridge 01223 423578 - Service 18: Cambridge – Cambourne runs Monday to Saturday
Stagecoach in Cambridge 01223 423578 - Service 28: Cambourne - Gamlingay runs Monday to Saturday
Hunts Association for Community TransportIn addition to this timetabled service HACT are also running a demand responsive part of this service. To find out more about this DRT element please call HACT on 01480 411114.
Find us by train
The nearest train stations are:
Cambridge [Station Road, Cambridge CB1 2JW]
- Mainline from Kings Lynn to London Liverpool Street and King's Cross. [Visit National Rail for timetables]
- 24 minutes by car to our offices
- 12-minute walk to bus stop at The Catholic Church on Hills Road, to catch the Citi 4 bus service to Cambourne.
St Neots [Hawkesden Road, St Neots PE19 1QF]
- Mainline from Peterborough to London King's Cross. [Visit National Rail for timetables]
- 15 minutes by car to our offices
- Bus stop outside the station (on Hawkesden road)
- The Citi 4 does not go St Neots. Service 28 is then the only option, see bus information above.
Huntingdon [Brampton Road, Huntingdon PE29 3BP]
- Mainline from Peterborough to London King's Cross. [Visit National Rail for timetables]
- 21 minutes by car to our offices
- Bus route is not recommended from here.
Facilities at South Cambridgeshire District Council
Please find below a list of facilities that you can find at the Council offices:
Public toilets, including disabled facilities, are available on the ground floor of South Cambridgeshire Hall.
Baby change facilities are available in the disabled toilet on the ground floor of South Cambridgeshire Hall. A dedicated room for breastfeeding mothers, including a chair, is available on the ground floor.
South Cambridgeshire Hall is fully wheelchair-accessible.
Visitor parking, included parking spaces for disabled residents, are available in either the main or overflow car park, both of which are adjacent to South Cambridgeshire Hall.
South Cambridgeshire Hall is served by several bus routes. Please see this part of our website for details of individual routes.
Snacks are available from the vending machines on the ground floor of South Cambridgeshire Hall.
Hot drinks are available from the vending machines on the ground floor of South Cambridgeshire Hall.
Internet access is available via Wi-Fi at South Cambridgeshire Hall. Desktop computers are also available to help residents access services.
A hearing loop system for the hard of hearing is available in the Council Chamber.
South Cambridgeshire Hall has various lifts to take you to all floors. There are lifts in the main hub of the building and there is also two lifts at the front of the building to get to the Council chamber and viewing gallery.