New investment makes it easier for council customers to keep in touch

Thanks to extra investment, it’s now even easier for businesses and residents to get in touch with their local council, with extended opening hours for its contact centre.

New investment makes it easier for council customers to keep in touch

Customers can continue to use Telford & Wrekin Council’s online services at Ask Tom’, the digital assistant that can help answer questions 24hours a day, and the free My Telford app to report issues, request assistance and make payments any time that is convenient to them.

Now, through its ‘on your side’ fund, Telford and Wrekin Council has invested an additional £40,000 in its Customer Contact Centre, allowing it to stay open longer and deliver an extended service to customers. From the beginning of July, the contact centre is open from 8am until 7pmMonday to Friday, providing extended access to a wide range of council services over the phone.

Councillor Rae Evans (Labour), Cabinet Member for Finance, Governance and Customer Services, said: “As a co-operative council, we want to make sure we’re here whenever our residents and businesses need us. That’s why our digital services, including the free My Telford app and ‘Ask Tom’, our online assistant, are available 24 hours a day.

“We know that not everyone can get in touch with us digitally. In fact, in the last twelve months our contact centre has taken almost 240,000 calls and 92% of those people were satisfied or very satisfied with the service they received. However, we’ve listened to what people want and we’re on their side, so we’ve invested an extra £40,000 in extending our customer contact centre hours, as part of our wider £28 million ‘On Your Side’ investment to support what matters to residents most.

“This means that the vast majority of our services, including council tax and business rates, housing benefit enquiries, highways and neighbourhood services are now available by phone for longer each weekday, so it’s even easier for residents and businesses to get in touch.”

Contact numbers for different services are available online at: are also available at local libraries.