Wrexham County Borough Council – Customer Care Standards

We aim to provide the highest standards of customer care.

We will make it easy for you to contact us and we will provide a friendly and professional service at all times. We aim to ensure that the first person you speak to resolves your query. If they cannot help you we will find the right person who can help. We will set standards and will tell you how we are performing against those standards.

When you contact us you can expect us to:

  • Listen to your enquiry
  • Explain what we can do to help or find someone who can help you
  • Explain what will happen next
  • Tell you when you can expect to receive the service
  • Welcome feedback on the service you have received

When you contact one of our services by telephone we will aim to meet the following standards. We will:

  • normally answer your call within 15 seconds or 5 rings
  • provide our name and the name of the service you have contacted
  • answer your call with a greeting in both English and Welsh languages
  • respond to your query in Welsh language if we able or, we will transfer you to a colleague who can speak Welsh
  • make all of our published telephone numbers available from 8.30am to 5.30pm Monday to Friday
  • provide telephone numbers for you to contact in an emergency outside of these times

When you contact one of our services by E Mail we will aim to meet the following standards. We will:

  • acknowledge your e mail within 24 hours
  • provide our name and the name of the service you have contacted
  • respond to your e mail in Welsh if you have used the Welsh language to contact us
  • normally provide a full response to your e mail within 5 working days.
  • If we are unable to fully answer your query within 5 working days we will tell you when you can expect a response

When you visit one of our Offices we will aim to meet the following standards:

  • All of our Receptions will be accessible, welcoming and clean
  • Staff will wear name badges
  • If you have an appointment you will normally be seen on time
  • If you do not have an appointment we will aim to see you within 6 minutes
  • We will make private interview rooms available

Customer Care Standards

Download the Customer Care Standards Leaflet – PDF Version 198Kb

To view and print PDF files, you must have Adobe® Acrobat® Reader installed: click the logo below to download the software.

Download the free Acrobat reader from the Adobe website

Adobe Acrobat documents can be converted back to plain text using Accessible Adobe® Reader.

back to the top