Improving access to Council services

Over the past months, the Council has been reviewing and making changes to customer services, making it easier for residents to access services whenever and however they choose to - whether that’s online, by telephone or in person.

Accessing services online is still the fastest and most convenient way to interact with the Council, however, it is recognised not every resident is able to go online. Residents who are unable to access Council services online can call the contact centre to deal with a range of issues. They can also ask the contact centre to book an appointment to see a customer service adviser, or drop-in to one of the Resident Assistance Points located in some Council buildings and libraries across the borough. Buildings are equipped with technology to enable residents to access Council services and staff are also on hand to offer guidance and advice.

Contact Centre: Call 0300 123 8123

Resident Assistance Point locations and opening times (note: the times listed may be affected by Christmas and New Year opening hours)

Council buildings (supported by specialist customer service advisers)
Chester Town Hall (side entrance)
Northgate Street, Chester CH1 2HJ (Monday to Friday 9am – 12.30pm)
The Portal
Wellington Road, Ellesmere Port CH65 0BA (Monday to Friday 9am – 5pm)
Northwich Information Centre
The Arcade, Northwich CW9 5AS (Monday to Friday 9am – 12.30pm)
Wyvern House
The Drumber, Winsford CW7 1AH (Monday to Friday 9am – 12.30pm)

Libraries
Ellesmere Port Library
Civic Way, Ellesmere Port CH65 0BG (Monday, Thursday, Friday 9am - 7pm, Tuesday and Wednesday 9am - 5pm, Saturday 9am - 1pm)
Frodsham Library
Princeway, Frodsham WA6 6RX (Monday to Friday 9am - 6pm, Saturday 9.30am - 1pm)
Neston Library
Parkgate Road, Neston CH64 6QE (Monday, Wednesday, Thursday 9am - 5pm, Tuesday and Friday 9am - 7pm, Saturday 9.30am - 1pm)
Winsford Library
High Street, Winsford CW7 2AS (Monday and Thursday 9.30am - 7pm, Tuesday, Wednesday, Friday 9.30am - 5pm, Saturday 9.30am - 1pm)

Leader of the Council and Cabinet Member for Poverty and Wellbeing, Councillor Louise Gittins said: “We are committed to providing simple and easy access to Council services for all our customers, particularly if they are unable to use online or are living in rural parts of the borough that may not have great network connection.

“The rising cost of living also means that more people are needing the Council’s help, so it’s vitally important that there are a variety of ways that our residents can get in touch to access the support they need.

“We will continue to gather information and listen to feedback to make further improvements that are needed in the future.”

The Council has engaged with individuals with lived experience of financial hardship, known as community inspirers, to shape the future service.

Community inspirer, Barbara said: “It has been really positive to be involved in this project, for our views to be listened to and to play a part in improving access to services. There are still things that we can improve, and we will do this by working together."