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OUR CUSTOMER EXPERIENCE COMMITMENT

Contact Centre Adviser

We want to provide an excellent customer experience to everyone in St Helens, this means putting our customers first, all the time, every time. Our commitment is based on a clear, simple customer commitment:​

TREATING YOU FAIRLY - WE WILL: ​​

  • be helpful and respectful to everyone ​​

  • be understanding of your situation ​​

  • act openly and honestly ​​

  • keep our promises ​​

  • deal with your requests and complaints promptly​

GETTING IT RIGHT: WE WILL: ​​

  • keep your personal information safe ​​

  • say sorry if we make a mistake and act to put it right ​​

  • make it easy for you to tell us if we get something wrong ​​

  • use your feedback to improve our services ​

KEEPING YOU INFORMED: WE WILL: ​​

  • give you clear information about the right people to help you ​​

  • talk to you in plain language, without jargon ​​

  • keep all the information on our website up to date ​​

  • update you with progress on requests and complaints ​​

MAKING ACCESS EASIER. WE WILL: ​​

  • develop services with your help that meet your needs ​​

  • make our website accessible to everyone ​​

  • increase our online services for you to use at a time that suits you ​​

  • be clear about the different ways you can contact us ​​

You can make an enquiry or report a problem using our self-service options:

Report a problem

Make an enquiry

Our Teams

General enquiries

Our team are available at our Customer Service Hub from Monday to Friday 9.00am till 5.00pm and our phone lines are open 8am to 6pm weekdays. Our telephone service is also available on Saturdays between 10.00am to 2.00pm.

Telephone  - 01744 676789

Council Tax and Benefits

Before you call check out our Council Tax and Benefits self-service pages.

Council Tax

Benefits & Support

If you can't find what you are looking for or need more advice, you can contact our teams directly by telephone - please be aware our lines do get busy.

Housing Benefit

Telephone - 01744 676789

We are available from Monday to Friday 8.45am - 5.15pm (except on a Friday when the lines close at 5pm).

Council Tax

Telephone - 01744 676789

We are available from Monday to Friday 8.45am - 5.15pm (except on a Friday when the lines close at 5pm).

Appointments are available with our Revenues & Benefits staff - please telephone either the Council Tax or Housing Benefit line for more information.

Social care

If you need to report a concern or request a service you can call our Contact Cares team on 01744 676767.

For more information and advice, please visit our social care section of the website.

What we expect from customers

We will not tolerate aggressive or abusive behaviour or language towards council officers and will terminate phone calls or interviews where this is displayed.