Liverpool City Council - charter

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Charter

Our Staff

  • We will be courteous and helpful at all times.
  • We will wear identity badges.
  • We will give our workplace and name when we answer the telephone.
  • We will use plain language.
  • We will act with honesty, integrity, sensitivity and respect.         

Response Times 

  • On average we will answer all telephone calls within five rings 
  • We will normally give advice to telephone or personal enquiries there and then.
  • We will normally answer all written requests for consumer advice within 3 working days. If complex cases take longer we will give you a date for a detailed response within three working days.
  • We will respond to all requests for equipment verification and other requests for Trading Standards Services from businesses within 5 working days.
  • All other requests for service will be responded to within 7 working days. 
  • In any event, we will reply to all letters within 10 working days of receipt.         

Clear Advice 

  • We will back up our advice with a free Consumer Action Pack or Business Advice Pack in all appropriate cases.         

Privacy and Confidentiality

  • We will treat all personal information about you in confidence. It will only be passed on with your agreement or where legally necessary.         

Enforcement Policy and Prosecution Policy

Performance Against Standards 

  • We will publish annually how we performed against our standards. We will also publish how much our Service has cost.         

Your Views 

  • We welcome your views on our Service. They can help shape our future plans. You can download our feedback form (PDF [51.3Kb] opens in new window) or ask for details of our Have Your Say Procedure.         

Equal Opportunities 

  • We will either translate any documents or arrange a translator if you need one.
  • We will make information available on request in large print, in braille or on tape.
  • For customers with hearing problems a minicom is available on our main contact number (0151 233 3002). Our Advice Centre is accessible to wheelchairs and has an induction loop system.
  • We will arrange home visits if you are housebound or disabled.       

Performance  

Under the "Have Your Say" scheme, customers of Liverpool City Council are invited to make a comment, compliment or complaint with regard to our service delivery.

View our service standards (PDF [56.4Kb] opens in new window)

Customer Charter

View our Customer Charter (PDF [66.3Kb] opens in new window)

Customer Feedback Form (PDF [51.3Kb] opens in new window)

Customer Focus Group

The Customer Focus Group meets twice a year. We welcome all feedback, good or bad and we will report on all feedback on these pages.

Feedback from the meeting of 5 September 2007 (PDF [31.1Kb] opens in new window)
Feedback from the meeting of 10 June 2008 (PDF [31.8Kb] opens in new window)
Feedback from the meeting of 10 November 2009 (PDF [26.1Kb] opens in new window)

 Customer Monitoring

To enable us to ensure we are reaching the wider community we would be grateful to receive your completed customer monitoring questionnaire (PDF [44.3Kb] opens in new window). This information is used for monitoring purposes only and information will not be divulged to thirs parties.

Trading Standards Food and Feed Sampling Policy (PDF [56.5Kb] opens in new window)

View our food and feed sampling policy (PDF [56.5Kb] opens in new window)

View our food sampling plan for 2007-08

Fees and Charges

View a list of our discretionary charges for 2009/2010 (PDF [27.3Kb] opens in new window)