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 provide simple, straightforward solutions that save time and effort. We will:

  • Design our services around your needs, making them easy to access, user-friendly and inclusive.
  • Use plain language when we communicate with you, providing clear and accurate information about our services.
  • Keep you informed of the progress of your request.
  • Make more of our services available online, so you can use them at a time that suits you.
  • Where we can, anticipate your needs, so you don't need to contact us.
  • Be honest about what we can and cannot do and explain our decisions.
  • Provide a consistent and reliable service that you can trust.

We make it personal

We treat our customers as individuals, recognising everyone's unique needs and circumstances. We will:

  • Provide advice, information and guidance to enable you to make the right decisions for yourself, your family, your business or your community.
  • Remember your history with us, avoiding the need for you to repeat information you have already provided.
  • Take personal responsibility for your enquiry, making sure you get a timely response or letting you know who can help you if we can’t.
  • Work together as one council, ensuring that the information we have about you helps us provide the best advice and services tailored to your needs.
  • Help you to use online services if it’s the right thing for you.

We show that we care

We show that we genuinely care about our residents, businesses, visitors and our communities. We will:

  • Be fair, kind and compassionate.
  • Be genuinely interested in your opinions, we will welcome your feedback and find ways to help you get involved in improving our services.
  • Work with you in our communities to understand and to address the issues that are most important to you.
  • Keep your personal data secure and respect your privacy.
  • Deliver the best quality of service we can, embracing new ways of working to continuously improve and deliver value for money.
  • Admit when we are wrong, say sorry, make every effort to put it right and learn from the experience.