Customer Experience

West Lindsey District Council is committed to delivering the best outcomes for customers living and working in West Lindsey.

A field with poppies

Our values commit us to listening to and understanding what our customers need, enabling us to respond appropriately.

Our Customer Experience Strategy sets out our ambitions for delivery against this commitment and to provide the best possible experience for our customers, whoever they are and however they contact us.

Customer Experience Strategy - May 2024 (PDF, 8.93MB)

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Recent surveys carried out amongst our customers show that they value professionalism, politeness and helpfulness when they contact us. We have the foundations in place to support these needs and this strategy is about developing, further improving, and preparing for future customer needs. We already provide a good service, but we now want to provide a better service.

This successful implementation of this strategy aligns with and is dependent on the Corporate Plan 2023-2027 objectives, Together 24 service review recommendations, successful communications, business planning, staff coaching and mentoring, and the Equality Strategy 2020-2024.

During the 2023 to 2024 financial year we:

Supported 39,060 residents on a face to face basis at the council offices.

Deal with 100,210 customer contacts via phone, email and letters.

Collected bins from 45,640 properties (almost 3 million bins in total).

Processed a total of 1,629 planning related applications.

Received over 64,000 completed digital forms via our website

Sold over 15,000 tickets at the Trinity Arts Centre for shows and screenings.

Received over 530,000 visitors to our website

Processed a total of 452,191 payments.

Were able to assist over 6,000 households with their benefit claims.

Collected over £68 million in Council Tax.