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Customer Engagement pilots face-to-face service for vulnerable residents

Customer Engagement pilots face-to-face service for vulnerable residents
Published on 13 September 2021 Print

Walsall Council's Customer Engagement Directorate is piloting a face-to-face service for vulnerable residents.  The service will help them with enquiries around missed bin collections, how to book a bulky waste collection, or report fly tipping, enabling vulnerable residents to access key services at a time which suits them.  The service will also be able to direct vulnerable residents to apply for council services online such as Housing Benefit and Council Tax Reduction and other welfare benefits such as Universal Credit.

The pilot started at the beginning of August and will run until 26 November and being delivered with support from partners and stakeholders in the community and voluntary sector. It had been piloted (due to) a response to a recent customer survey that suggested local disability groups and forums reported that our more ‘vulnerable’ wanted to have more face to face services available to them in the community.

The service available is by appointment only and based on vulnerability criteria which will be established when you call to book your appointment. If the adviser is unable to offer support the resident will be provided with details for another service that can help. A number of Community Associations help run the support service from Monday’s to Thursday’s between 9.00am to 5.00pm. Specific details are provided below. 

Councillor Garry Perry, Deputy Leader Resilient Communities said, “This customer support offer for our vulnerable residents is being piloted as a direct result of feedback from the community and aims to help them with access to services and support that can help to make a significant difference to their help and wellbeing.”

“Vulnerable people can book at a range of community-based venues on a day and time when it is convenient for them, giving them the flexibility they need and provided at a local accessible venue.”

The service is available at the following venues and times alternating each week until the 26 November. Please call the contact number provided to check availability and to book your appointment.

 Day   Community Association/Venue Times        Contact number for booking
 Monday   week 1  Brownhills Community Association Chester Rd N, Brownhills, Walsall WS8 7JW  9.00am to 1.00pm        01543 452119
 Monday   week 2  Manor Farm Community Association King George Cres, Walsall WS4 1EU  1.30pm  to 4.30pm         01922 614316
 Tuesday   week 1  Old Hall People's Partnership Wing Close, Bentley, Walsall WS2 0LS  9.00am  to 1.00pm         01922 474684
 Tuesday   week 2  Willenhall CHART 19 Gomer Street, Willenhall WV13 2NS  1.30pm to  4.30pm        01902 368199
 Wednesday   week 1  Stan Ball Centre Abbotts St, Bloxwich, Walsall WS3 3AZ  9.00am to  1.00pm        01922 403351
 Wednesday   week 2  Ryecroft Community Hub 28 New Forest Rd, Walsall WS3 1TR  1.30pm to  4.30pm        01922 234080
 Thursday   week 1  Aaina Community Hub Bath Rd, Walsall WS1 3BS  9.00am to  1.00pm       01922 644006
 Thursday   week 2  Nash Dom Sun St, Palfrey, Walsall WS1 4AL  1.30pm to 4.30pm         01922 616444

 

-ENDS-

Notes to editor

  • The Customer Experience Centre (CxC) was established in February 2021 to be able to resolve queries and issues at the first point of contact, it has supported a number of different services such as Clean and Green, Highways, Blue Badge and Resilient Communities (Environmental Health).
  • Universal Credit is a benefit administered by DWP (Department of Work and Pensions) CxC would be advising how and where to claim, which is part of a contract we have with Citizens Advice in Walsall