Developing and delivering a new customer vision and strategy
We want your help to develop and deliver a new customer vision and strategy that meets the needs of all our residents, communities, businesses and service users.
For the first time in many years the Council will be directly managing all its customer functions.
From 1 April 2025, the Council’s Customer Services Contact Centre, previously provided by Qwest Services, will be delivered in-house, alongside its Customer Relations and Customer Experience teams. Bringing the three customer functions together means that we can learn from, and more importantly act on, customer feedback however it’s received.
We have already started to make changes to our customer offer and want to continue to make improvements by listening to those people who live, work and study in the borough. Doing this will help us to produce a customer vision and strategy that truly puts the customer at the heart of everything the Council does.
Our new strategy needs to be inclusive and meet the needs of all our customers. We want each and every customer of Cheshire West and Chester Council to have a positive experience when interacting with the Council, whatever their reason for engaging with us.
With your support we want to develop a customer vision and strategy that:
- ensures all customers can access our services in whichever way they prefer at a time convenient to them
- takes advantage of digital and AI solutions to deliver services in the best way possible
- works in harmony with the Council’s Borough Plan’s six key missions and core values
- sets out how we will do things differently and make improvements during the life of the strategy from 2025-2028. This will be reviewed in 2028 alongside the Borough Plan.
- is mindful of budget pressures the Council faces but does not compromise on the quality and accessibility of Council services.
Your contributions are invaluable to this process, and we look forward to your involvement and feedback on what you feel makes a great customer experience.
How you can play your part
Complete a brief questionnaire:
Speak to members of our team at a Resident Assistance Point drop-in session
- Monday, 13 January (am) – Wyvern House, Winsford
- Thursday, 16 January (am) - Memorial Court (Brio Leisure Centre), Northwich
- Tuesday, 21 January (am/pm) – The Portal, Ellesmere Port
- Tuesday, 28 January (am) – Chester Town Hall (side entrance)
Closing date: Friday, 28 February
Or email us at: customerengagement@cheshirewestandchester.gov.uk
For accessible support, request a call-back: Other ways to access Council services or Tel: 0300 123 8123 and ask to record your strategy feedback.
We will develop the new strategy in line with the principles and definition of co-production set out in the Local Voices Framework.
We have recently co-produced our Customer Commitment with Community Inspirers, and now want to involve as many people as possible on our journey to improvement.