Carmarthenshire Direct provides access to and information about a wide range of Council services to all Carmarthenshire County Council customers.
Whether you prefer to access council services online, by telephone, or in person Carmarthenshire Direct gives you a greater choice of methods and extended opening hours.
Carmarthenshire Direct deals with 482,000 customer enquiries each year.
Our friendly and professional Customer Services staff deal with many of the phone calls you make to the Council and greet you when you come into one of our Customer Service Centres.
All of our team will try to help with your queries or give you advice about other agencies that may be able to help you.
We can help you… By telephone or e-mail
Carmarthenshire Direct deals with a range of telephone and e-mail enquiries about council services. Our friendly, knowledgeable Customer Agents are located within Carmarthenshire, ready to help with your enquiries.
Calls may be recorded as part of our commitment to training, audit and quality assurance.
Telephone us on 01267 234567 or
E-mail us at direct@carmarthenshire.gov.uk
Opening hours
The Council is open to take your calls and read your e-mails between 8:30am and 6.00pm Monday to Friday.
We close all day for Public Holidays. For a list of the dates we are closed in 2012, please click here.
Please note that our quieter times are between 4.30pm and 6.00pm. Monday is our busiest day, particularly Monday mornings and the first few working days following a public holiday are generally very busy also.
We can help you…Visit us.
Our Customer Service Centres are situated at convenient locations throughout the County. Staff at any of our Customer Service Centres can help you with enquiries about all Council services and most enquiries can be handled without the need to refer them to a specialist officer or to another council office.
All three Customer Service Centres are open between 8.45am – 5pm Monday to Thursday and 8.45 and 4.30pm on Friday.
We are closed on Bank Holidays. We are also closed on the first Tuesday of every month from 8.45am to 1.00pm for staff training.
For a list of the dates we are closed in 2012, please click here.
Customer Service Centre locations
All our centres aim to be easily accessible to customers with facilities for people with impaired hearing, private interview rooms, comfortable waiting areas, access to a language interpretation service, children’s play equipment.
Ammanford Customer Service Centre,
Town Hall, Iscennen Road, Ammanford, SA18 3BE
Carmarthen Customer Service Centre,
3 Spilman Street, Carmarthen, SA31 1LE
Llanelli Customer Service Centre,
Ty Elwyn, Town Hall Square, Llanelli, SA15 3AP
For further information, please see Office Location Plans
Service Standards
We have set specific service standards for Carmarthenshire Direct. They are designed to advise you of the service you can expect from us and we hope you find them useful. We will monitor our performance against these standards to ensure we are providing you with excellent services, and if for some reason, we are unable to meet the standard we will let you know and keep you informed.
To view our service standards, please click here.
To view our Customer Charter, please click here.
How are we doing?
As part of our commitment to providing customer focussed services, Carmarthenshire Direct carries out monitoring exercises and surveys to capture data on customers’ requirements and satisfaction ratings of the service in general.
If you would like to find out how we are performing visit our Carmarthenshire Direct customer service performance figures page.
Customer Feedback
If you would like to find out about the service improvements we have made, visit our Customer feedback page.
If you have any queries or feedback regarding our service, please contact us. We would welcome your feedback or comments.
If things go wrong
We want you to be happy with the service you receive from us. However, if this is not the case, please speak to the Team Leader on duty who will look into the issue and do their best to resolve it for you. Alternatively, you can get in touch with a member of the Customer Services Management Team.
If you are still not satisfied with the outcome, you can make a complaint by following the Council’s Complaints and Compliments procedure.