Customer Care Centre

The Customer Care Centre is central to the development of Glasgow City Council’s modernisation strategy.

It is a multi-media contact centre and the single largest project undertaken as a result of the modernisation process. 

The Customer Care Centre has been established to provide excellent standards of customer care and best value to the citizens of Glasgow by providing a single point of contact for all enquiries relating to the services provided by the Council.

The main aim of the Customer Care Centre is to develop a single cohesive team, capable of answering the majority of service requests from the public and referring to service department colleagues only on an exceptional basis. 

The Customer Care Centre and service departments have developed detailed Service Level Agreements to specify the quality and performance of service request handling to create a seamless service for the customer.

The Customer Care Centre has become an important resource for the people of Glasgow and will continue to grow in future.

The Customer Care Centre currently deals with requests for the following services:

• Anti Social Behaviour Helpline
• Corporate Switchboard
• Council Tax General Enquiries
• Council Tax Payments
• Corporate Recruitment
• Cleansing & Recycling
• Clean Glasgow
• Environmental Control
• Food Safety
• Freedom Of Information
• Glasgow Translation and Intrepreting Services
• Health and Safety
• Noise Complaints
• Pest Control
• Public Health
• Parks
• Parking Payments
• Roads and Lighting Faults (RALF)
• Sales and Credit Control
• Taxi Inspections
• Trading Standards
• Transport Coordination Centre

Council Tax

The Customer Care Centre provides general advice on issues relating to Council Tax. 

Information provided by the Customer Care Centre is non-specific, i.e. not pertaining to any particular council tax account.  In directing these types of calls to the Customer Care Centre the remaining calls which require a more in-depth knowledge, including access to specific account information, are now answered more efficiently by the council tax officers based at John Street.

The Customer Care Centre also provides advice on final reminders and can arrange for new payment cards and/or forms to be issued.

The Customer Care Centre now provide facilities for council tax payments via the telephone.  This allows council tax officers based at John Street to concentrate on handling more complex enquiries.  Access to council tax payment facilities via the telephone are now available 24 hours a day and this has resulted in a much higher number of callers being able to get through on their first attempt.

The service is available 24 hours a day: More information on Council Tax payments

Freedom Of Information

The Freedom of Information Act (Scotland) Act came into force on 1 January 2005. This act gives everyone from anywhere in the world a right to see any kind of recorded information from a Scottish public authority, however old the information is.

The Customer Care Centre is the first point of contact for anyone who wants to request information under this legislation from Glasgow City Council

What is Freedon of Information?