Liverpool City Council - Standards, levels of service and performance

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Standards, levels of service and performance

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 commence investigation of notified cases of food poisoning within 24 hours. Suspected cases will be investigated within 48 hours.
  • we will respond to a report of a rat inside a premises within 24 hours, all other pest issues will receive a response within five working days.
  • We will respond to a report of a defective drain within three working days.
  • All other requests for service will be responded to within six working days.
  • In any event, we will reply to all letters within ten working days of receipt.      

Clear Advice

  • We will make available leaflets on a range of Environmental Health topics.     

Privacy and Confidentiality

  • We will treat aa personal information about you in confidence. It wiil only be passed on with your agreement or where legally necessary and in accordance with the Data Protection Act.       

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. Use our on-line feedback form 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.
  • 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 the latest Have Your Say trends (PDF [21.1Kb] opens in new window).
View our service standards (PDF [59.2Kb] opens in new window).  

Customer Charter

View our Customer Charter (PDF [167.4Kb] opens in new window)

Customer Feedback Form (PDF [20.9Kb] 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)

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 [23.7Kb] opens in new window). This information is used for monitoring purposes only and information will not be divulged to third parties.

Fees and Charges

View a full list of our discretionary charges for 2008/2009 (PDF [48.9Kb] opens in new window)