Welcome to Your Council
Customer Care Charter
Our promise to you
Knowsley Council is committed to delivering an excellent level
of service to all of its customers and this charter sets out the
standards of customer service that you can expect the Council to
deliver.
We will ensure that you are dealt with:
- Promptly
- Fairly
- In a helpful and courteous manner
- By well trained staff who are happy to help you
- In clean and tidy accommodation with private rooms available should you need one
We will always:
- Be open, honest and explain any decisions we make to you
- Ensure that our staff take responsibility for dealing with your enquiry and when they can’t that they refer it on to someone who can help
- Allow you to make informed choices by giving you as much information as possible
- Provide assistance on request to help you to access our services
- Welcome your feedback and use it to improve what we do
- Tell you how we are performing
- Act in accordance of the law and maintain confidentiality at all times
We would like you to:
- Treat all our staff with respect
- Provide us with all of the information we need to help you
- Help us to improve our services by telling us what you think
- Tell us if you are not happy with the service that we have provided you with
Have your say - we want to listen
We will listen to your complaints, comments and
suggestions.
If you make a complaint by letter, email, telephone, online via our
website or in person, we will;
- Acknowledge the matter that you have raised by within 3 working days
- Provide a full response within 10 working days, or if this is not possible, a letter advising you of our timescale for a full reply.
- Respond with a full and clear explanation
- Apologise if we have made a mistake, and put things right as quickly as possible
- Provide a contact name and telephone number if you wish to contact us again.
How to contact us
You can contact the council to “Have your Say” in the
following ways:
- Email us at haveyoursay@knowsley.gov.uk
- Visit our website at www.knowsley.gov.uk
- Write to us at Customer Services Contact Centre, Municipal Buildings, Kirkby, Knowsley, Merseyside, L32 1TX.
- Telephone us on 0151 443 4031
- Minicom 0151 443 4749
- Visit us in person at our One Stop Shops:
Huyton One Stop Shop
Municipal Buildings, Archway Road, Huyton
Opening hours: Monday to Friday 9.00am until 5.00pm
Saturday 9.30am until 1.00pm
Kirkby One Stop Shop
Municipal Buildings, Cherryfield Drive, Kirkby
Opening hours: Monday to Friday 9.00am until 5.00pm
Saturday 9.30am until 1.00pm
Prescot One Stop Shop
Prescot Shopping Centre, Aspinall Street, Prescot
Opening hours: Monday to Friday 9.00am until 5.00pm
Saturday 9.30am until 1.00pm
Halewood One Stop Shop
Raven Court, Leathers Lane, Halewood
Opening hours: Monday to Friday 9.00am until 5.00pm
Saturday Currently under review
