The IBC are working to replace their customer contact system as part of wider improvements in the way they deal with enquires.
In preparation for the change, they need to manage the volume of pending cases.
They will continue to respond to all enquiries within five working days, and will be increasing outbound calls to help speed up the resolution time.
What will happen now?
When your enquiry is resolved, you are required to close the enquiry in ESS Lite or the IBC portal history. With the automated closure, now if there is no further activity on the case after 14 calendar days, it will automatically be closed.
They will continue to monitor the system closely.
Support to use the IBC Portal.
- Check the online resources which provide step-by-step guidance
- If you have a specific query that can’t be resolved, please raise an enquiry form. Hampshire County Council aims to contact you about your enquiry within five working days. Please don’t chase enquiries during this time as this adds to the volume and may delay a response.
- If your enquiry is urgent or you have not had a reply to an enquiry form in 5 days, call the Customer Information Centre (CIC) on 0300 555 0155. Open Monday to Thursday 8.30am to 5pm and Fridays 8.30am to 4.30pm. The CIC may need to contact you by telephone to find out more information. If they’re unable to get hold of you, they’ll leave a unique reference number for you to quote when you call back via the CIC.
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