Wychavon retains Customer Service Excellence status

Wychavon has once again been recognised for its commitment to delivering excellent customer service.

Following an assessment during October, Wychavon has been awarded Customer Service Excellence status. Wychavon's customer service processes and responses were scrutinised and assessed against 27 criteria.

Wychavon was found to have met all of them and exceeded expectations in 8 sections. 

The assessor singled the council out for praise for the way it had responded to the Covid-19 pandemic, particularly speedy payment of self-isolation support payments, the use of feedback from residents to influence priorities and efforts to improve engagement with young people and hard to reach groups. 

Wychavon was also congratulated for empowering staff to continue to deliver good customer service despite the challenges of having to work remotely over the past 18 months. 

Areas for further improvement were also highlighted including making sure those without access to digital services, or lacked the skills to use them, could still offer feedback and make their views known.

The Covid-19 pandemic changed the way people do business with the council, with more and more people now accessing services or reporting issues through Wychavon's website or by email. 

Despite this Wychavon continues to offer the option for people to access services in person. 

The reception at the Civic Centre in Pershore is open from 9am to 5pm. Evesham Contact Centre at Evesham Library in Oat Street is open from 9.30am to 3.30pm on Fridays and the Contact Centre at Droitwich Library in Victoria Square is open from 9.30am to 3.30pm on Tuesdays. 

Appointments at Evesham and Droitwich contact centres outside of standard opening hours can also be booked if needed. 

Cllr Martin King, Executive Board Member for Town Centres and Council Efficiency on Wychavon District Council, said: "I'm delighted we have once again received Customer Service Excellence status. To receive such outstanding praise following a very challenging 18 months is a testament to the hard work and dedication of all our staff, particularly our customer service team, to make sure the high standard of service provided to our residents is maintained. "The way people are accessing our services is changing and we continue to look at ways we can improve our service, including use of new technology, while making sure all our residents have a way of contacting us when they need to."  

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