About our promise

At Liverpool City Council, we’re proud to serve our residents, businesses, and visitors. We believe that great customer service isn’t just about what we do, it’s about how we do it.

  • Our Promise: simple, personal, caring

That’s why we’ve made a clear and powerful promise to everyone we serve: to be Simple, Personal and Caring in everything we do.

We keep it simple

We design our services to be easy to understand, access and use. We promise to:

  • Communicate in plain language and provide clear, accurate information.
  • Offer straightforward processes and digital services that work for everyone.
  • Keep you informed about your requests and be honest about what we can and cannot do.
    •    Anticipate your needs where possible, so you don’t have to chase us.

We make it personal

We treat every customer as an individual, recognising your unique needs and circumstances. We promise to:

  • Listen to you and respond with empathy and respect.
  • Take ownership of your enquiry and ensure you get the right support.
  • Remember your history with us, so you don’t have to repeat yourself.
  • Work together across teams to provide joined-up services tailored to you.

We show that we care

We care deeply about our city and everyone in it. We promise to:

  • Be fair, kind and compassionate in everything we do.
  • Welcome your feedback and involve you in shaping better services.
  • Keep your personal data safe and respect your privacy.
  • Learn from mistakes, say sorry when we get it wrong, and always strive to improve.