West Lothian Council delivers

Customer Services

 

Customer Services is at the heart of West Lothian Council providing fair and equal access to all Council services through our Customer Service Centre (CSC) and Customer Information Service (CIS) offices.

The Council's Customer Services Strategy was agreed by the Council Executive in January 2012.  Based on discussions with a range of customers the new strategy is designed to be forward thinking and aims to meet the expectations of our customers in the future. A detailed action plan is in place to implement the strategy. This is monitored on a regular basis and reported to the Modernisation Programme Board, chaired by the Chief Executive.

A main aim of Customer Services is to provide a proactive approach to resolving all enquiries from the public at first point of contact.  If we are unable to do this then we will escalate the enquiry to the appropriate service area for resolution.  Customer Services staff are highly trained to deal with all types of enquiries from booking a bulky uplift to revenues and benefits.

Customer Service Centre (CSC)

The CSC mainly deals with all telephone, email and online enquiries from members of the public and is managed by Anna Brash, Customer Service Centre Co-Ordinator.

The CSC lines are open from Monday - Friday, 08:00-22:00 thereafter a number of staff are on-site to deal with emergency calls.

The payments line (council tax, rent and service accounts) is open from Monday - Sunday, 08:00-22:00.

The CSC lines are also open from 22:00 on Friday to 08:00 on Monday for emergency calls relating to noise, homelessness, repairs to council houses, roads, street lighting and environmental health.

Our main Customer Service contact number is 01506 775000, however there are other direct numbers for specialised services as follows:

If you have an emergency , and need to contact the Council outwith normal business hours i.e. between 10pm and 8am then please dial 01506 775000.

Customer Information Service (CIS)

The CIS deals with all face to face enquiries and has 7 dedicated offices (see below) spread throughout West Lothian.  These offices provide access to all Council Services along with payment facilities for rent, council tax, etc.    Our office locations are listed below along with facilities available and the office opening hours.

Armadale CIS, 1/3 East Main Street - payments facility and municipal bank available
Opening hours: Mon, Tue, Thu - 08:30-17:00; Wed - 08:30-15:00; Fri - 08:30-16:00

Bathgate CIS, Lindsay House, South Bridge Street  - payments facility available
Mon, Tue, Wed & Thu - 08:30-17:00; Fri - 08:30-16:00

Broxburn CIS, Strathbrock Partnership Centre, 189a West Main Street - Payments facility available
Opening hours: Mon, Tue, Thu - 08:30-17:00; Wed - 08:30-17:00 (closes at 15:00 every second Wed); Fri - 08:30-16:00
Payments closed daily 13:00-14:00

Linlithgow CIS, County Buildings, High Street - payments facility available
Opening hours: Mon, Tue, Thu - 08:30-17:00; Wed - 10:30-17:00; Fri - 08:30-16:00
Payments closed Mon and Fri 12:30-13:30; Tues, Wed, Thu 12:00-14:00

West Calder CIS, 24-26 Main Street - payments facility available
Opening hours: Mon, Tue, Thu - 08:30-17:00; Wed - 10:30-17:00; Fri - 08:30-16:00
Payments closed daily 13:00-14:00

West Lothian Connected, Almondvale Centre, Livingston - payments facility available
Opening hours: Mon, Tue, Thu - 08:30-17:00; Wed - 10:00-17:00; Fri - 08:30-16:00; Sat - 09:30-14:30

Whitburn CIS, 5 East Main Street - payments facility available
Opening hours: Mon, Tue, Thu - 08:30-17:00; Wed - 08:30-15:00; Fri - 08:30-16:00

Please note that all payment facilities close 30 minutes earlier than the office closing time above. 

We have also integrated services with our colleagues in Library Services.  In Blackburn Library we have a dedicated CIS area and in Carmondean Library as well as Fauldhouse Partnership Centre we have used video conferencing technology which connects customers to our Customer Service Centre in Livingston.  The locations of these offices are: 

Blackburn Connected, The Mill Centre
Mon, Fri - 09:00-17:00; Tue, Thu - 09:00-19:00; Wed - 09:00-15:00; Sat - 09:30-12:30

Carmondean Connected, Deans, Livingston    
Mon, Fri - 09:30-17:30; Tue, Thu - 09:30-19:30; Wed - 10:00-17:30; Sat - 09:30-13:00

Note that the Telly Talk facility and payment kiosk close 30 minutes earlier than the times stated at Carmondean.

Fauldhouse Partnership Centre, Fauldhouse  
Mon, Tue, Fri - 09:30-20:00; Wed & Fri - 09:30-18:00; Sat - 09:30-13:00

Updated: 28/09/11