HomeWelcome To Wirral
Customer Services
Wirral Council provides a broad range of services to 312,000 residents, 6,000 businesses and hundreds of thousands of annual visitors. Our aim is to improve the quality of life of Wirral people and work with our partners to deliver the best services we can, in the most efficient and effective way.
The way we deal with our customers is a top priority and although resources have reduced in councils across the country, we understand that people want to access more services, more conveniently than ever before. Wirral Council is already rising to this challenge and we are always looking at new ways to improve access for our customers.
We work closely with our partners in other agencies and the voluntary and community sector, we strive to deliver first-rate services to our customers.
To make sure that we provide the best possible service, we have made promises about meeting the needs and expectations of our customers.
To help us achieve this we have set targets and constantly monitor our performance. We want to ensure that all of our customers receive an equally high quality service however they contact us.
Customer Care Guarantees
Telephone Contacts
- We will answer all telephone calls quickly and politely.
- We will give our name and ask how we can help you. If your query will take some time we will ring you back.
- If you need to speak to someone else we will make sure you are connected to them.
- If we fail to meet these standards we will always apologise and try to put it right.
Handling Complaints
- We will acknowledge receipt of your complaint within 5 working days.
- We will answer all complaints within 15 working days or explain why a reply may take longer.
- We will give you a contact name and telephone number.
- We will use plain language.
Letter Writing Customer Guarantees
- We will answer all enquiries by letter and email within 10 working days for politicians and 15 working days for other customers
- If a full response cannot be given at this time we will write to explain why it may take longer.
- We will use plain language.
- We will give you a contact name and telephone number.
You and Your environment
- We will look clean and smart at all times.
- We will wear uniforms and protective clothing when appropriate.
- We will wear name badges with our name on and show you our identification when we visit you and when you request to see it.
- Our buildings will be welcoming and clean.
Face to Face
- If you have an appointment we will meet it.
- If you do not have an appointment we will do our best to speak to you after as little wait as possible.
- We will deal with you in a positive and welcoming manner. A private interview will be available if requested.
- We will ensure your access needs are met and offer to visit you at home if necessary.
- If we do not meet your appointment we will always apologise for any delay.