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LEICESTER City Council is focusing on a new action plan set to improve the way it provides customer service and handles complaints and comments from local residents. A budget settlement of £800,000 for 2008/09 has been allocated to improve the customer experience.
The priorities of the customer access strategy include enhancing the telephone access to council services by recruiting additional staff, developing comprehensive training programmes and investing in new interactive technology. Currently, over 70% of people prefer to contact the council by telephone.
Links will be improved between service delivery teams and front line staff so that advice and information given by customer services is of the highest quality. The way the council manages its complaints is another priority, with a new process being put in place to ensure they are handled efficiently.
The plan also includes opening a new customer service centre as part of the new LIFT centre in Charnwood, extending the opening hours of the council’s phoneline and developing the council’s website, www.leicester.gov.uk.
Councillor Ross Willmott, Leader of Leicester City Council, said: “We aim to make sure that everyone who contacts the council, whether it be by phone, face-to-face or the web, gets all the help they need. “This plan is all about placing the customer at the heart of everything we do and by encouraging Leicester residents to feed back on council services, we can shape and improve the services we deliver.”
For more information visit www.leicester.gov.uk or telephone 0116 252 7000.
Latest News
If you don't use it... freeuse it! | |
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![]() | 11 February 2010If you don't use it. .... 11 Feb 2010 If you don't use it... freeuse it! |
Appeal following assault of two teenage boys in Groby | |
![]() | Appeal following assault of two teenage boys in GrobyPolice are appealing for witnesses following the assault of two teenage boys in Groby. The incident happened at around 6.... 11 Feb 2010 Appeal following assault of two teenage boys in Groby |
Two men charged in connection with drug dealing in Thurnby Lodge and Netherhall | |
![]() | Two men charged in connection with drug dealing in Thurnby Lodge and Netherhall Two men have been charged in connection with drug dealing in the Netherhall and Thurnby Lodge areas of Leicester. A 28-year-old man has been charged with one count of supplying Class A drugs and two counts of possessing a Class A drug.... 11 Feb 2010 Two men charged in connection with drug dealing in Thurnby Lodge and Netherhall |
Free home security devices for elderly residents in Eyres Monsell | |
![]() | Free home security devices for elderly residents in Eyres MonsellHomes of elderly residents in Eyres Monsell are being given a security boost to help prevent distraction burglaries. Officers from Leicester City Council and Leicestershire Constabulary will be visiting up to 300 properties to carry out security checks and install crime prevention devices such as door chains and bolts, window locks, kick boards to strengthen front and back doors, personal alarms and digital spy cameras, where appropriate.... 11 Feb 2010 Free home security devices for elderly residents in Eyres Monsell |
Warning after distraction burglars claim to be police officers | |
![]() | Warning after distraction burglars claim to be police officers Elderly residents in Leicester are being warned following a series of distraction burglaries by two men claiming to be police officers. Four distraction burglaries were reported to police in the city during the evening of Wednesday February 10.... 11 Feb 2010 Warning after distraction burglars claim to be police officers |
Related News
Centres satisfy | |
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![]() | /p> A survey of visitors to Leicester City Councils customer service centres has revealed that 99% of customers were satisfied with the overall service they received. Of those, 90% were very satisfied with the service; this was higher than in the other thirteen participating local authorities including Sheffield, Rochdale and Newcastle. The survey was carried out by the National One Stop Shop Benchmarking Group which shares best practice in local authority customer service centres. The council currently has four customer service centres at New Walk Centre, The Brite Centre in Braunstone, Aikman Avenue in New Parks, Saffron Lane in Aylestone and a customer access point at Beaumont Leys Library. Next year, it will open another centre in Charnwood as part of a new health centre. Visitors to the centres can get one to one help on enquiries about council services including council tax, rubbish collections, housing and planning permission. They issue a range of passes... 03 Sep 2008 Centres satisfy |
Strike -16th & 17th July | |
![]() | CITY council services are likely to be affected by national strike action by Unison and Unite trade unions on 16th and 17th July.... 14 Jul 2008 Strike -16th & 17th July |
Leicester Road Maintenance | |
![]() | A CRACK team of road maintenance experts will be taking to Leicester's streets in a scheme to improve the way repairs are carried out. ... 18 Apr 2008 Leicester Road Maintenance |
Leicestershire Roads | |
![]() | Results of a survey of Leicestershire's roads, transport and waste services show high levels of customer satisfaction for the third year running.... 01 Aug 2008 Leicestershire Roads |
Social care improvements | |
![]() | PLANS to help improve the delivery of social care services for adults living in Leicester will be considered by councillors.... 16 Jun 2008 Social care improvements |
Relevant News
£27m health boost for Leicester City people | |
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![]() | An additional 27m investment in patient services has been announced by the Leicester City Primary Care Trust (PCT) this week. ... 04 Apr 2008 £27m health boost for Leicester City people |
Leicester Road Maintenance | |
![]() | A CRACK team of road maintenance experts will be taking to Leicester's streets in a scheme to improve the way repairs are carried out. ... 18 Apr 2008 Leicester Road Maintenance |
National survey on the road to better customer feedback | |
![]() | A new nationwide public survey will compare Leicestershire's Highways and Transport services with others across the country.... 10 Jun 2008 National survey on the road to better customer feedback |
Social care improvements | |
![]() | PLANS to help improve the delivery of social care services for adults living in Leicester will be considered by councillors.... 16 Jun 2008 Social care improvements |
Secret Meeting At County Hall | |
![]() | Press and public were excluded from a crucial meeting held at County Hall that discussed the sale of 6 care homes. ... 20 Jun 2008 Secret Meeting At County Hall |
Most Read News (today)
Cannabis Farm Closed | |
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![]() | A cannabis factory has been discovered by officers from Hinckley Road local policing unit. The factory was discovered at a house on Beaconsfield Road, off Narborough Road, at around 11.... 19 Apr 2008 Cannabis Farm Closed |
NEW SCHOLARSHIP ANNOUNCED IN MEMORY OF OUTSTANDING MATHEMATICIAN | |
![]() | A prestigious new scholarship has been announced by the University of Leicester?s Department of Mathematics in memory of an outstanding former member of staff.... 02 May 2008 NEW SCHOLARSHIP ANNOUNCED IN MEMORY OF OUTSTANDING MATHEMATICIAN |
UNIVERSITY OF LEICESTER FORENSIC RESEARCH CENTRE JOINS WITH POLICE IN FIGHT AGAINST CRIME | |
![]() | A collaboration between the University of Leicester Forensic Research Centre and the Northamptonshire Police Scientific Support Unit, which has already produced some ground-breaking results, is to be formally launched on 14th May.... 16 Apr 2008 UNIVERSITY OF LEICESTER FORENSIC RESEARCH CENTRE JOINS WITH POLICE IN FIGHT AGAINST CRIME |
Motorbikes donated to Leicester charity | |
![]() | Motorbikes donated to Leicester charity Sgt Julie Strong, Jo Adams, PCSO Sarah Eastwood, PCSO Maggie Hill, Jonathan Rogers & Chris Barratt with some of the donated bikes Police in Leicester are helping a local charity to get back on track after it was targeted by thieves. Neighbourhood officers from Hinckley Road police station have organised the donation of 20 mini motos and motorbikes to Nacro, the crime reduction charity, to help it continue its work tackling anti-social behaviour and engaging with young people.... 12 Jun 2009 Motorbikes donated to Leicester charity |
Two men charged with murder | |
![]() | Two men charged with murder A 36-year-old man and a 53-year-old man have been charged with murder following the death of 51-year-old Mrs Vina Patel on Thursday January 15, 2009. Both men are due to appear at Leicester Magistrates' Court on Friday July 3, 2009.... 02 Jul 2009 Two men charged with murder |
Most Read News (this month)
Cannabis Farm Closed | |
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![]() | A cannabis factory has been discovered by officers from Hinckley Road local policing unit. The factory was discovered at a house on Beaconsfield Road, off Narborough Road, at around 11.... 19 Apr 2008 Cannabis Farm Closed |
NEW SCHOLARSHIP ANNOUNCED IN MEMORY OF OUTSTANDING MATHEMATICIAN | |
![]() | A prestigious new scholarship has been announced by the University of Leicester?s Department of Mathematics in memory of an outstanding former member of staff.... 02 May 2008 NEW SCHOLARSHIP ANNOUNCED IN MEMORY OF OUTSTANDING MATHEMATICIAN |
UNIVERSITY OF LEICESTER FORENSIC RESEARCH CENTRE JOINS WITH POLICE IN FIGHT AGAINST CRIME | |
![]() | A collaboration between the University of Leicester Forensic Research Centre and the Northamptonshire Police Scientific Support Unit, which has already produced some ground-breaking results, is to be formally launched on 14th May.... 16 Apr 2008 UNIVERSITY OF LEICESTER FORENSIC RESEARCH CENTRE JOINS WITH POLICE IN FIGHT AGAINST CRIME |
Motorbikes donated to Leicester charity | |
![]() | Motorbikes donated to Leicester charity Sgt Julie Strong, Jo Adams, PCSO Sarah Eastwood, PCSO Maggie Hill, Jonathan Rogers & Chris Barratt with some of the donated bikes Police in Leicester are helping a local charity to get back on track after it was targeted by thieves. Neighbourhood officers from Hinckley Road police station have organised the donation of 20 mini motos and motorbikes to Nacro, the crime reduction charity, to help it continue its work tackling anti-social behaviour and engaging with young people.... 12 Jun 2009 Motorbikes donated to Leicester charity |
Two men charged with murder | |
![]() | Two men charged with murder A 36-year-old man and a 53-year-old man have been charged with murder following the death of 51-year-old Mrs Vina Patel on Thursday January 15, 2009. Both men are due to appear at Leicester Magistrates' Court on Friday July 3, 2009.... 02 Jul 2009 Two men charged with murder |
Most Read News (alltime)
Lengthy sentences for four accused in Kidnap trial | |
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![]() | Lengthy sentences for four accused in Kidnap trialClockwise from top left: Gaffar, Mirza, Desai and KhanA PCSO has been praised today after his actions helped to secure the prosecution of four men for GBH, kidnap, false imprisonment, robbery and blackmail. At around 8.... 13 Nov 2009 Lengthy sentences for four accused in Kidnap trial |
Don't be dead in the water this summer | |
![]() | Parents preparing for summer are being urged to think before buying blow-up arm-bands and rings County Council Trading Standards officers are encouraging people to check that buoyancy aids will really do the job before grabbing the nearest inflatable off the shelf. Not all products are meant to be used to help a child stay above water and even if they will float, if the item is a toy, such as an inflatable animal or giant ring, it will not necessarily be manufactured to the same safety standards as something specifically designed to help a child learn to swim.... 09 Apr 2008 Don't be dead in the water this summer |
Stephen Hawking Lecture at Leicester University | |
![]() | Professor Stephen Hawking to deliver 50th Anniversary lecture at University of Leicester The University of Leicester will be making history on Wednesday 28th May when one of the best-known and most remarkable scientists of our time will talk on the beginning of time and the cosmos. As part of the University s 50th Anniversary celebrations, Professor Stephen Hawking, CBE, Lucasian Professor of Mathematics at Cambridge, will discuss theories on the origin of the Universe in a public lecture.... 01 May 2008 Stephen Hawking Lecture at Leicester University |
DIGITAL DEMOCRACY: WASTE OF TIME OR ROARING SUCCESS? | |
![]() | Central and local government have both adopted the Internet to promote their activities and to get feedback from citizens. But how successful has this been?... 17 Apr 2008 DIGITAL DEMOCRACY: WASTE OF TIME OR ROARING SUCCESS? |
Two men charged in connection with drug dealing in Thurnby Lodge and Netherhall | |
![]() | Two men charged in connection with drug dealing in Thurnby Lodge and Netherhall Two men have been charged in connection with drug dealing in the Netherhall and Thurnby Lodge areas of Leicester. A 28-year-old man has been charged with one count of supplying Class A drugs and two counts of possessing a Class A drug.... 11 Feb 2010 Two men charged in connection with drug dealing in Thurnby Lodge and Netherhall |














