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Customer Service

What We Do
Antrim & Newtownabbey Borough Council Customer services team are based at Mossley Mill, Antrim Civic Centre and The Old Courthouse, Antrim.  The primary function of the team is to aim to answer 70% of all queries at first point of contact or connect you as quickly as possible to the person you need to speak to.


Ways to Contact Us:

By Phone: Mossley Mill 028 9034 0000  Antrim Civic Centre: 028 9446 3113.
(Offices are open 8:30am-5:00pm)


Email: [email protected]

(For Births, Deaths & Marriages email us at: [email protected])

Online: Online Customer Comment Form...

SMS Text Message – 60777

Text phone via Text Relay - 18001 028 9034 0000

Minicom - 028 9448 1343

In person: Speak to us in person by visiting:


Mossley Mill
Carnmoney Road North
Newtownabbey
BT36 5QA
(Open Monday to Friday 8.30am – 5.00pm excl. holidays)

Antrim Civic Centre
50 Stiles Way
Antrim
BT41 2UB
(Monday to Friday 8.30am – 5.00pm excl. holidays)

 

Other Ways to Report a Problem: 
Use the online Report a Problem form: Report a Problem online...
Use the ReportAll app: ReportAll...

 
Complaints Procedure: 
Stage 1: You make a complaint to us
When you make a complaint it will be dealt with by the section responsible for the service you are complaining about.
 
We will acknowledge your complaint in writing, by email or by phone within 3 working days and aim to resolve your complaint within 10 working days.
 
Stage 2: We have investigated your complaint but you are not satisfied.  Please let us know within 10 working days of your stage 1 response letter.
 
At this stage your complaint will be dealt with by our Customer Services Team/Director of the Department responsible for the service you are complaining about.
 
We will acknowledge your dissatisfaction within 3 working days and aim to resolve your complaint within 10 working days.
 
Stage 3: We have further investigated your complaint but you are not satisfied.   Please let us know within 10 working days of your stage 2 response letter.
 
At this stage your complaint will be dealt with by the Chief Executive.
 
We will acknowledge your dissatisfaction within 3 working days and aim to resolve your complaint within 10 working days.
 

Northern Ireland Public Services Ombudsman

If you are not satisfied with the Chief Executive’s response, you may then refer your complaint to the Northern Ireland Public Services Ombudsman. For further details visit https://nipso.org.uk/nipso/.

 
Related Downloads:

pdf Customer Comments Form (1.4MB)

 Customer and Staff Charter (49Kb)

 

Related Pages:

Surveys & Consultations