Garden bin subscription customer support options

Garden bin subscription customer support options

A summary of customer support options available to residents to make garden waste subscriptions

Background
Providing high quality customer service is a key priority for the Council and work continues to
make sure that customers can access what they need while promoting the best possible
experience for our residents.

Face-to-face customer support is available on an appointment basis in Chester, Ellesmere Port, Northwich, Winsford, and our libraries in Blacon, Frodsham and Neston.

This service is also available to people without an appointment in emergency cases.

However, in line with the Council's digital channel shift ambitions and to help manage
demand in the contact centre which is experiencing very high call volumes, the majority of
residents are being encouraged to pay for their garden waste subscription online using debitor credit card.

The Council is aware that some of our residents will always need to accessnon-digital customer support for a variety of reasons, including a lack of digital access orpersonal preference.

The Council, therefore, has several alternative methods available forresidents.

These include:

• Calling the contact centre to pay by debit or credit card
• Calling the contact centre for help with the online subscription form.
• Arranging a face-to-face appointment to pay by cash or cheque. This can be done by calling 0300 123 7026.
• Posting cheques and supporting information confirming the resident's name and address to

Cheshire West and Chester Council,Customer Service,Wyvern House,The Drumber,WinsfordCW7 1AHNext steps
Our current level of new garden waste subscriptions is good.
As of Wednesday 9 March, there have been a total of 58,172 subscriptions to the service.

The Council continues to consider how communities can be better supported to access what they need online, including through targeted training and the provision of ICT equipment for those who would like to make greater use of the internet.

Our library staff are available to assist residents who have limited computer skills.

They have now been given guidance specifically to help people complete the online garden waste subscription form.
Residents will also soon be able to visit their local library to pay for their garden waste subscription by cash or cheque.

The Council will be updating the existing library payment system to allow this.

Resident permits and first garden waste collections will be in place approximately 10 working days after the application has been received.

For further information, contact: Mark Brazil
Email: mark.brazil@cheshirewestandchester.gov.uk

Responsible Committee Cabinet Member: Councillor Karen Shore,
Cabinet Member for Environment, Highways and Strategic Transport
Date: 11 March 2022