Thank you to Customer Services
The coronavirus outbreak has meant changes in the way we work and demand for a lot of our services. Our front-line staff have been there for our residents from day one as well as adapting to working tom home and also learning and implementing new services.
The Customer Services team usually work together at Addenbrooke House but as per the government advice they are now taking your calls from their own homes. They have done a fantastic job at making sure that calls are answered quickly and our residents are given the help advice they need at this difficult time.
They’ve also been instrumental in the setting up our community and crisis helplines and working 7 days per week and will also be working this bank holiday weekend.
Here are some of their achievements over the past few weeks:
•35 contact centre staff are now answering calls from home.
•Since the 23 March they have taken 15,000 phone calls
•Handled over 3000 emails
•They are answering calls on average under 10 seconds meaning residents are not having to hold for long.
•There has been 2000 calls to the new Community support line .
•30 March saw the busiest day in Telford & Wrekin Council’s history will 1583 calls coming into the call centre in one day.
The following lines will remain open this weekend:
Community Support Helpline Fri-Mon 9am-1pm
Support helpline for those who have no family, friends or neighbours to help them will be open over the Easter weekend. The number to call is 01952 382030,
If you are online, please use the online form instead so that we can keep the lines free for those who aren’t.
Crisis Line Fri-Mon 9am-1pm
Our Crisis Line for is people in financial difficulties and in need of urgent help (e.g. food parcels, gas/electric). The number to call is 01952 380400.
Cllr Richard Overton, Cabinet Member for Enforcement, Community Safety and Customer Services said ‘It’s incredibly important to keep service lines open during this time as there are so many who need our help in this ever hanging situation. I am very proud of the teams at Telford & Wrekin Council who have adapted and found new ways of working to help our residents in their time of need’.
If you are online we encourage to use our digital services which are accessible 24/7. This frees up the phone lines for those residents who don’t have internet access and need urgent assistance.
You can access these services on our website
Here are some direct links that you may wish to access over the Easter weekend:
Apply for a Council Tax Holiday
Support for businesses and employers
Join us in saying a huge thank you to our teams who are working hard to help local residents and provide as much assistance as they can.
Stay at home, Protect the NHS, Save lives.
