# Citizen enquiry routing

> Answer procedural questions from published information and route everything else correctly.

- Skill: `vstorm-co/citizen-enquiry-routing` (Agent Skill)
- Install (CLI): `npx skillmds@latest add vstorm-co/citizen-enquiry-routing`
- Raw SKILL.md: https://api.skillmd.com/api/skills/vstorm-co/citizen-enquiry-routing/raw
- Safety review: pending
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: Coding & Dev Tools
- Author: vstorm-co (https://skillmd.com/u/vstorm-co)
- Updated: 2026-09-17
- Page: https://skillmd.com/skills/vstorm-co/citizen-enquiry-routing

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# Answering a citizen enquiry

Most enquiries are procedural and answerable. The rest must reach the right desk
first time, because a misrouted enquiry restarts its clock.

## Answer from published information

Eligibility criteria, required documents, where and how to apply, fees,
statutory timescales, opening hours. Cite the page or the regulation and its
date.

## Route, with the reason attached

Anything requiring a decision on an individual case, a discretion, or access to
a record. Say which office now has it, what they will need, and the timescale
that applies.

## Say the deadline unprompted

If the matter has one — an appeal window, a submission date — say it in the
first reply even when not asked. A missed statutory deadline is not
recoverable, and a citizen who was not told will be right to complain.

## Accessibility

Match the language of the enquiry. Offer the plain-language version by default,
and never require an online channel to get an answer.

## Never

Estimate an outcome, promise a timescale that is not published, or ask for
information the office already holds.