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Cheshire West and Chester Council launches survey asking for feedback on its customer service

Everyone at some point is likely to need to get in touch with their local Council, whether that’s to report an issue, ask for help, pay for something such as Council Tax or apply for something such as planning permission, benefits or licences.

Cheshire West and Chester Council wants to hear what that experience was like for anyone that’s been in contact with the Council, and also wants to hear from those people who haven’t yet been in contact but have a view of what they’d expect from a good customer experience.

Local town and parish councils, residents and businesses can play their part by completing a brief online survey. A paper version of the survey is available in local libraries or Resident Assistance Points. The survey should take no more than 15 minutes to complete.

Feedback from the survey will be used to develop and deliver a new customer vision and strategy that meets the needs of all residents, communities, businesses and people that access Council services, and puts the customer at the heart of everything the Council does.

Cllr Paul Donovan, Cabinet Member for Democracy, Workforce and Communities and Lead for Customer said: “We’re keen to hear from anyone who uses Council services as this will help us to understand what people feel the Council does well in terms of its customer service and where improvements could be made to its customer service.

“We want people to tell us what their experience was like when interacting with the Council, whether that’s been online, by telephone or face to face.

“ We’ve already started making changes to our customer offer and want to continue to  improve by listening to those people who live, work and study in the borough. The Council wants each and every customer of Cheshire West to have a positive experience when interacting with the Council whatever that person’s reason for engaging with them. So, I would encourage everyone to get involved and have your say.”

The survey is open now and runs until Friday, 28 February.

Link to survey https://www.smartsurvey.co.uk/s/231TD2
Location of your nearest library https://www.cheshirewestandchester.gov.uk/findalibrary

Location of your nearest Resident Assistance Point –  https://www.cheshirewestandchester.gov.uk/resident-assistance-points 

CW&C Design Code – Online Survey & pop-up Events

Cheshire West and Chester Council is continuing work on a design code for the borough in partnership with Create Streets. Design Codes are a collection of design principles which help residents define what good development and high-quality public streets and spaces look like in their area. For more information on the Design Code, please see our website https://consult.cheshirewestandchester.gov.uk/kse/folder/97601

Further to our first survey in August/September 2024, there are five emerging vision themes for Cheshire West and Chester in 2030. To build on these emerging themes, we have a second online survey to explore what our community wants from new development through examples of streets and buildings, giving you the opportunity to tell us which you feel are an appropriate or inappropriate guide for new development in the borough. A draft vision for the Design Code has been developed and is also part of the online survey.  The online survey will open on Thursday 21 November and will run until Friday 20 December and can you access it here – https://docs.google.com/forms/d/e/1FAIpQLScQyjYFqboqcDcIBVcZXLTZVmV6as7ypDWhpwHaMfkMHfOBGA/viewform

To complement the online survey, these pop up events will also be taking place around the borough (all between 10am and 4pm):

  • Friday 22 November 2024 outside The Portal in Ellesmere Port 
  • Saturday 23 November 2024 in Frodsham Street Square (outside Tesco), Chester 
  • Friday 29 November 2024 in Memorial Court (Brio), Northwich 
  • Saturday 30 November 2024 in Winsford Cross Shopping Centre, Winsford 

Join the Budget Conversation

Cabinet Member for Legal and Finance, Councillor Carol Gahan, said:

“Local public services are under significant and immediate financial pressure. There are no easy solutions. Looking after children and adults who need to use care services and ensuring all children have the best start in life, is an investment in the borough’s future, as well as a moral and legal duty, and takes up around two thirds of the Council’s expenditure budget. Not only do we want to undertake these duties, but moreover, we are legally required to do so. Many more children with complex needs are requiring high-cost placements. There are currently 13 placements each costing over £500,000 a year, which accounts for 34% of the overall spend supporting children in care.

“The Council spends £977 million each year on services which benefit local people every day. For example, we undertake refuse, recycling, food and garden waste collection. We clean and maintain roads and public open spaces. We are proud that our museums, libraries, leisure centres and swimming pools have thrived during these difficult times, which has sadly, not been the case for many other local authority areas. The bulk of our budget funds services that many people may not be aware of, if they, their family or friends are not directly impacted. These are vital to many people in our communities who need extra help and support. Please have a go at balancing the budget for yourself and take part in the survey. Local people’s feedback on our approach and latest thinking is very important.”

There are several ways you can get involved and have your say.

  • Visit our Join the Budget Consultation page to complete a survey and have a go at balancing the budget by taking part in the budget simulator. Join the budget conversation | Participate Now
  • You can write to: Join the Budget Conversation, Insight and Intelligence, Cheshire West and Chester Council, The Portal, Wellington Road, Ellesmere Port, CH65 0BA, email:[email protected] to share your views, or telephone 0300 123 8123, to speak to the Council’s Contact Centre, quoting ‘Join the Budget Conversation’.
  • Paper copies of the consultation will be available in all public libraries and on request using the contact details above. Alternative formats are also available on request using the contact details above.