Neighbourhood Management Areas
In 2003, we recognised that the delivery of our key services across the city was patchy and uneven. In some areas there was no problem, but in others there were diverse issues such as rubbish dumping, litter dropping and anti-social behaviour.
Quite rightly, we found that some communities thought that their own individual problems or aspirations were not being addressed. Our approach, like every other local authority, had been to apply a "one size fits all" philosophy to everything we did - but this failed to take account of many local circumstances.
After talking to many people, in 2004 we developed the new Neighbourhood Management Division. Different areas of the city were allocated their own dedicated team who would be familiar with the geography, social issues, service providers and funding partners and would therefore work on behalf of their respective communities. These teams would also provide the basis for better and more dedicated support to the work of Neighbourhood Committees and Cluster Partnerships.
Each of our five Neighbourhood Management Areas has a Neighbourhood Manager with responsibility for the teams of staff who now administer them. Each team has clear responsibility for developing and delivering the local neighbourhood regeneration agenda as set out in the Liverpool First Community Plan and Liverpool Neighbourhood Renewal Strategy.
The teams have responsibility for, or a role in:
- Neighbourhood Services
- Residents Liaison, including Community Forums, Community Groups and Local Steering Groups
- Environmental Care and Maintenance
- Neighbourhood Wardens
- Local Area Enforcement issues
- Support for Neighbourhood Committees and Cluster Partnerships
- Project Development and Delivery
- JET's (Jobs, Education & Training provision)
- Youth provision
- Community Safety
- Ensuring local PSA (Public Service Agreement) targets - as set out in the Liverpool Neighbourhood Renewal Strategy - are met
Customer Charter
Our Staff
Will be courteous and helpful at all times
Will act with honesty, integrity, sensitivity and respect
Training and development of staff is a priority for the service and opportunities will be offered on an ongoing basis and formalised through annual Performance Reviews
Response Times
We will respond to customers' emails and faxes within 24 hours wherever possible. If we are not able to meet this we will send a brief acknowledgement initially, explain what we are doing to deal with the enquiry and when we can get back to you
We will aim to give a full response within 10 working days. Where this is not possible we will keep in touch with you and confirm when we will get back to you
Our latest monitoring figures show that we are responding to over 90% of our customer enquiries within timescale
Complaints
We will deal with complaints in accordance with the Councils "Have Your Say" procedure for comments, complaints and compliments
Email Standards
We will use the out of office message when we are absent for longer than a day and advise customers of an alternative point of contact if their enquiry is urgent
All email correspondence will detail the senders: name, job title, business unit, address, phone number(s), www.liverpool.gov.uk and the current corporate message for the City Council
Telephone Standards
We will answer calls promptly, within five rings, give a polite greeting, business unit and full name
If we can deal with your enquiry immediately we will do so. If not, we will take your details and get back to you as soon as possible using your preferred method of contact: telephone, email or letter
Your Views
We welcome your views on our Service, they can help shape our future plans for delivering services in your Neighbourhood
Every part of the city is covered by a Neighbourhood Area Agreement which sets out key objectives that the Council and its partners are trying to achieve across the City's Neighbourhood Management Areas and these will be sent to every resident in the City
We will hold regular ward based engagement activities - at least three times a year in every ward across the city. These events will give you the opportunity to: have your say on issues that concern you, influence local decision-making and inform service delivery
We will work closely with local councillors to support their role as community champions
We will specifically consult with residents affected by HMRI to ensure that they have every opportunity to engage with the process and are fully informed
We will consult with residents every other year in a place survey to find out their views on their quality of life in their area so we can learn how well we and our Partners are delivering services and whether we need to do things differently
We will support engagement with Communities of Interest across the City
Equality and Diversity
We are happy to provide information in a range of alternative formats or languages to meet the needs of all of our customers. This commitment will be highlighted on all of our major customer communication methods
You can contact us via one stop shops located throughout the city, and which are fully accessible and offer a range of services such as: wwheelchair/pram access and specially lowered desks, mini loop facilities, advisors trained in British Sign Language and BT's "language line" through which we can contact an interpreter for customers whose first language is not English
Performance
We will monitor our customer service standards to ensure that we are providing a high standard to all customer service requests whatever their ethnic background, gender or disability
Confidentiality
We will treat all personal information about you in confidence. It will only be passed on with your written agreement or where legally binding. We will comply with the Data Protection Act
Contact Us
In person:
By visiting your nearest one stop shop. Opening Times are from 09.00 am to 5.00pm Monday to Friday (minimum hours). Some have extended hours from 08.30 am to 5.30 pm. Please telephone the number below for further details
By phone on 0151 233 3001
By email to your local neighbourhood team:
altvalleyneigbourhood@liverpool.gov.uk#160;
cityandnorthneigbourhood@liverpool.gov.uk
easternlinkneighbourhood@liverpool.gov.uk
southcentralneighbourhood@liverpool.gov.uk
southliverpoolneighbourhood@liverpool.gov.uk
By letter to: Neighbourhood Management Services, Municipal Buildings, Dale Street, Liverpool L2 2DH
If you would like this information in another language or format, please ask us
To find out more about each of the Neighbourhood Management Areas, click on the links on the column to the left of this page.