Whilst we will endeavour to deal with your complaint as soon as possible, the Council is currently focusing its attention on addressing the challenges of the current pandemic and therefore we may not be able to meet the corporate complaint deadline of a reply within 21 calendar days or statutory complaint deadline of a reply within 10 working days. Government has recognised the need for more flexibility on this deadline in the current situation, as set out in their advice here. The Local Government and Social Care Ombudsman and Housing Ombudsman has also confirmed the need for flexibility and their guidance is set out here HO and LSGCO. Unfortunately, due to the current situation, the City of Wolverhampton Council may only be able to send out a response in electronic format, so where feasible please ensure you provide an email address along with your request. If this is not feasible we will ensure that once the current situation has passed we will provide your information to you in a physical manner.

You said, we did…

The City of Wolverhampton Council is committed to delivering excellent Customer Service.  We would love to hear your views and suggestions on what can be improved within the facilities and services which we offer…

Following customer feedback, there is now the option of submitting an online complaint in audio format via the Customer Feedback pages of City of Wolverhampton Council’s website. This was a learning and improvement we made following a complaint we received from a visually impaired customer who complained about not being able to complete the online written complaint form. As a result of the feedback, we also reviewed other aspects of accessibility in the Civic Centre for customers.

Our website also has web accessibility software called Recite Me which supports people with different disabilities in various ways.  It allows visually impaired customers to access information via the text to speech functionality; this also includes a translation tool with over 100 languages including 35 text to speech voices and a reading support function.

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