We are open from 9am - 5pm Monday - Friday except Public Holidays and can be contacted on 0151 236 0010.  Outside of these hours your call will be redirected to the Customer Service Centre.

We will ensure customers' calls are dealt with in a professional and courteous manner and that they will always be told the name of the person they are dealing with.

Your call will be answered within 5 rings.  If you leave a message for a member of staff, we aim to reply to your message within 24 hours.

Customer Service Centre

The Customer Service Centre (CSC) is open from 8am - 8pm Monday - Friday, except Wednesdays between 12 noon and 2pm and Public Holidays and can be contacted on 01928 796000 (local rate).  Outside these hours your call will be redirected to our emergency service.

If you contact the CSC at least 85% of calls will be answered within 30 seconds (performance will be reviewed annually, this target may vary).

If your call is transferred to another member of staff, we will tell you in advance who we are transferring you to.

If you leave a message for a member of staff, on either an office or mobile phone, we aim to reply to your message within 24 hours.

We will ensure answerphone greetings clearly state the following:

• Staff member's name
• Correct date
• General availability
• Alternative contact team, and telephone number