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Customer Care

At Wiltshire County Council we are continually striving to become a truly customer focused organisation, aiming to deliver high-quality, easy to access services for you.

The Customer Care Unit is a major part of this and will try to resolve your query at the first point of contact. If this is not possible, Customer Care Officers will take ownership of your enquiry and help you to reach the right person or resolution.

Customer Care will take responsibility for any enquiry about the work of the council and is able to deal with a number of enquiries and services at the first point of contact including:

School Admissions

• Request an application/transfer form
• Assistance with Online applications
• Information on catchment areas
• Appeals
• School Term Dates
• School contact details
• Change of personal details
• General advice and information

Blue Badge (disabled parking badges)

• Applications/renewals
• Track progress of application
• Change of personal details
• General advice and information

Highways enquiries (CLARENCE)

• Defect reporting service
• Advise on road flooding/winter maintenance
• Road Closure/works information

Passenger Transport

• Social care Transport - Answer frequently asked questions and provide a message taking service.
• Passenger Assistants - Answer frequently asked questions and provide a message taking service.
• Voluntary Drivers - Answer frequently asked questions and provide a message taking service.
• Requests for bus/train leaflet & timetables
• Application requests for school and college transport
• Answer frequently asked questions for school/college transport.

Special Educational Needs

• First point of contact for SEN enquiries
• Annual review form requests
• Requests for documents & leaflets
• Child moving in to Wiltshire.
• Referral/Statutory Assessment requests

Civil partnership

• General Advise and Information

Local councillor details

• Provide name and contacts of local councillors

Customer Care Standards

• Letters: A response to your enquiry will be sent within 10 working days of its receipt or, if this is not possible, an acknowledgement within five working days.
• Emails: An acknowledgement will be made within 24 business working hours and a full response within 10 working days.
• Telephone: Your calls will be answered within 5 rings or in 15 seconds.
• Visits: You can expect to wait no longer than an average of 10 minutes for someone in Customer Care to take ownership of your enquiry and start to carry out actions to resolve it by assisting with form completion, providing information, accessing special help, arranging an interview with a technical advisor, or making an appointment with a technical advisor specific to your enquiry.
• Complaints: Copies of the WCC complaints standards are available on our website. Hard copies of our complaints procedures will be displayed or sent by post on request.

Equality & Diversity

The Wiltshire County Council is firmly committed to the principles of equality and diversity in both employment and the delivery of services and is keen to celebrate the diversity of people who live and work in Wiltshire.

This means:

• making services accessible to all; and
• treating people fairly

…regardless of their colour, race, ethnic or national origin, language, religion or belief, gender or gender reassignment, marital status, sexuality, disability, age, or any illness or infection.

Contact Details

By Post

Customer Care Unit
Wiltshire County Council
County Hall
Bythesea Road
Trowbridge
Wiltshire
BA14 8JN

By Email

customercare@wiltshire.gov.uk

By Telephone

01225 713000

By Fax

01225 713145

Opening Hours

Mon to Thurs - 8.30 am - 5.20 pm
Fri - 8.30 am - 5.00 pm

Out of Hours Services

If your call is an emergency for adult social services please contact our emergency duty service for the department of community services on 0845 607 0888.

If you wish to report an emergency highway fault please call 01722 413834 and ask for a message to be relayed to the duty engineer.