Worried about money?

There’s lots we can do to help. Find out what support is on offer.


Have a question for us and need to find out more - try asking our chatbot. Our chatbot is called TelfBot and can assist with common enquiries. So, if you have got a question, have a chat with our chatbot and see how it can help you.

What is a chatbot?

A chatbot is an artificial intelligence (AI) digital assistant. The program is designed to simulate human conversation using pre-calculated responses to common customer questions.

How do I ask it a question?

Simply click on the image on the right-hand side, type your question into the text box and press either return on your keypad or the arrow symbol to submit. The chatbot will then take a couple of seconds to respond with the answer.

Why has this been introduced?

We have introduced the chatbot to help our customers get answers to their questions quickly, easily and whenever they want. We are encouraging customers who are willing and able to contact us via our digital services in the first instance. This includes webchat, online forms and now the chatbot. This will help free up our phone lines to deal with our vulnerable customers, those unable to contact us digitally and those with complex enquiries.

When is it available?

The chatbot is available on the relevant webpages 24/7.

What questions can I ask?

You can ask the chatbot questions relating to the following subjects:

  • public protection
  • bins and recycling
  • roadworks, transports and streets
  • environment
  • births, marriages, deaths
  • Building Control
  • streets and roads
  • Council Tax
  • benefits
  • parking and permits
  • planning.

We also hope to extend the range of subjects in the future.

What happens if I don’t get an answer to my question?

In the first instance we would suggest re-phrasing it. If you still receive no answer as the question is complex then it may require human intervention from one of our advisors. Please note our advisors will only be able to assist within office hours of 9am to 5pm, Monday to Friday (excluding bank holidays).

Last updated: 04/08/2022 12:43