Contact Us

Address:
The Guildhall
Frankwell Quay
Shrewsbury
SY3 8HQ
 
Telephone:
01743 281000
 
email:

Statement of our Commitment to Customer Service

For all services the Council's aim is to get it right first time, every time, on time, for everyone.  To make sure that our customers receive the quality of service they deserve we are committed to the following standards that will be reviewed annually taking into account our customers comments and in accordance with the Council's corporate objectives.

Customer Service Standards

When you visit us:

  • Our staff will identify themselves or wear a name badge;
  • We will provide a welcoming, friendly and polite service;
  • We will aim to see you promptly;
  • We will listen to you and deal with your enquiries professionally and politely;
  • We will make sure we provide accurate and up-to-date information on all the services we provide;
  • We will do our best to help you, let you know how quickly we can act or put you in touch with someone if we are unable to deal with your enquiry;
  • We will arrange a private interview if appropriate;
  • When you make an appointment to see a member of staff, we will arrange a time which is mutually acceptable;
  • We will provide information in languages other than English and in other formats by prior arrangement;
  • We will arrange an interpreter or language signer by prior arrangement;
  • We will make sure our staff have the skills and support to do their jobs properly and considerately;
  • We will listen to and consult you as our customers and be prepared to change our policies and practices whenever possible.

On the Telephone:

  • We aim to answer your call within 5 rings and identify immediately, by name and department, (during normal working hours);
  • We will deal with your enquiry promptly and courteously;
  • If the person you need to speak to is not available, we will offer to help, take a message or arrange for the person to ring you back;
  • We will respond to telephone messages within 1 working day;
  • If we telephone you, we will introduce ourselves and say why we are calling.

When you write or e-mail:

  • We will ensure your correspondence reaches the right person promptly;
  • We aim to respond to your letters and e-mails within 10 working days;
  • All correspondence will include details of the Officer who is dealing with the enquiry.

When we write to you:

  • Our correspondence (and our leaflets and all other documents) will be written in straightforward, easy to understand language;
  • We will keep you informed, be sensitive to your needs and give reasons for our decisions.

When we visit you:

  • We will always show you our official identification card and say who we are and why we have come;
  • We will make an appointment whenever possible.

Visiting our Website:        

  • www.shrewsbury.gov.uk
  • We offer a range of self-service facilities on the website to enable you to find out what you need to know, or carry out transactions with us, wherever and whenever suits you;
  • We provide a range of online forms to help you to provide exactly the information we need to deliver the best possible service to you;
  • We offer a secure online payments service through our website to allow you to pay council tax, parking fines, or business rates.  Security is of the utmost importance;
  • For all services we provide e-mail and telephone contact details, should you wish to make contact directly;
  • Where we do not provide a particular service directly, we work with other councils and service providers to offer links and search facilities to help you find the information and services you need;
  • We work to ensure that information on our website is up to date, accurate and as complete as possible. If you find something that is wrong or unclear, please tell us and we will adjust/correct it as soon as possible;
  • Our website is designed to serve you, if there is something you would like us to add, please tell us and we will do our best to deliver it.

Council Buildings and Receptions:

  • We will give everyone access to Council Services and facilities including employment by the Council.  Our public buildings will be as accessible as possible to all;
  • We will keep our reception areas tidy, clean and safe;
  • We will have relevant information on display in our receptions.

Comments, Complaints and Compliments:

  • We recognise that things can go wrong and that we can only put them right if customers tell us.  We treat every comment, complaint or compliment as an opportunity to improve our service;
  • We will deal with any comments and complaints about our services informally, quickly and through the most suitable person;
  • You have the right to complain formally if you are not satisfied with the service you have received.  Copies of our complaint procedure and forms are available from all our offices, receptions and website;
  • We will investigate your complaint fully, and you will receive a progress update in writing within ten working days of us receiving your complaint;
  • Comments, complaints and compliments forms are available at all our reception points and can also be completed on, or downloaded from our forms section.  Alternatively you can write to:
Customer Service Manager
The Guildhall
Frankwell Quay
Shrewsbury
SY3 8HQ
Telephone:  01743 281000
or
E-mail:  customerservices@shrewsbury.gov.uk

As a valued customer we ask you to:

  • Please treat our staff with courtesy and respect, refraining from unacceptable standards of behaviour and inappropriate language.
  • Respect and adhere to our rules and regulations that exist for the benefit and safety of all customers
  • Respect our buildings, property and equipment
Geraint Morgan
Council Manager

Access to information:

This information can be provided in other languages, large print, Braille or audiocassette.  If you would like a copy in one of these formats by prior arrangement or would like to ask anything else about Customer Services you can contact the Customer Services Manager as above.