Decision details

Customer Service Strategy

Decision Maker: Cabinet member finance and corporate services

Decision status: Recommendations approved

Is Key decision?: Yes

Is subject to call in?: Yes


To approve and adopt the Herefordshire Council Customer Service Strategy




a) Cabinet approves and adopts the Herefordshire Council Customer Service Strategy.

Alternative options considered:

Do nothing. If the strategy is not adopted, the council will continue to operate a fragmented approach to customer service and will not derive maximum benefit from the use of technology to improve the service provided to customers.

Reason Key: Strategic nature / impact on communities;

Wards Affected: (All Wards);

Contact: Lesli Good, Service Director - Communities Email: Tel: 01432 260965, Nigel Thomas, Senior Project Manager Email:

Publication date: 26/01/2024

Date of decision: 25/01/2024

Effective from: 02/02/2024

Accompanying Documents: