Customer Charter

This page tells you about our Customer Charter which details our aims and responsibilities to deliver good quality customer service. It also tells you how you can get advice and information from us and the locations of our Customer Services Centres.

Customer Charter

Our Way to Better Customer Care

Our aim

To always provide you with a good quality customer service which we will continuously monitor, review and improve to ensure that it meets your needs.

Our responsibilities

We will ensure that we always deliver services that are professional, confidential and efficient.

Our services will be easily accessible by you and delivered by friendly and helpful staff.

We will listen and be sensitive to your individual needs.

Contact by phone

We will try to answer your call promptly, always greet you politely and identify ourselves to you.

We will try to deal with your enquiry when you first contact us. If this is not possible we will transfer your call to someone who can help you or arrange for someone to call you back.

Contact by letter or email

All written correspondence will be dealt with promptly. Where necessary we will let you know who is handling your enquiry and how to contact them.

Contact in person

All our staff will identify themselves to you.

If you would like to be seen in private, please let us know.

We will try to deal with your enquiry when you first contact us. If this is not possible we will make you an appointment with someone who can help you.

We can arrange to visit you at home if necessary.

Equality and diversity

We are committed to providing you with equal access to all our services.

Any advice and information about our services will be clear and easy for you to understand.

Council documents can be made available in other languages and also in large print, audiotape and Braille.

Interpretation services (including British Sign Language) will be arranged for you if you need them.

Comments, compliments, complaints

In order to continuously improve our services we welcome your views. You can let us have these by telephone, letter, email, web site or at any of our Customer Service Centres.

If you have a complaint that we are unable to resolve, please ask for a copy of our complaints procedure leaflet.

How to contact us

In person

We have brought our services closer to you and have Customer Service Centres within the local libraries as well as the main offices:-

Oadby Customer Service Centre
Oadby Library, 10 The Parade, Oadby, Leicester LE2 5BF.

Wigston Customer Service Centre
Wigston Library, Bull Head Street, Wigston, Leicestershire LE18 1PA.

South Wigston Customer Service Centre
South Wigston Library, Bassett Street, South Wigston, Leicestershire LE18 4PE

Oadby and Wigston Borough Council
Council Offices, Station Road, Wigston, Leicestershire LE18 2DR.

Telephone

Leicester (0116) 257 2830 for refuse and recycling queries.
Leicester (0116) 288 8961 for all other enquiries or see our 'Useful Telephone Contact Numbers' previously issued to all households.

Out of hours emergency telephone number: please telephone Leicester (0116) 288 8961 and the recorded message will give you the emergency contact number.

Online

Please use the Customer Services contact panel on the left of this page, clicking the name will provide you with an online form you can use to contact us by email.