Listening to and supporting thousands of West Sussex residents every week

Release date: 6 October 2026

West Sussex County Council’s customer service centre dealt with an impressive 137,231 calls from residents, an average of around 5,278 every week in the first half of 2026. 

The team handled questions on a range of issues from adult and children's social care to highways and applications for Blue Badges, helping residents to access essential services. 

Our 41 customer service officers are maintaining high level of customer satisfaction, with 85% of people happy with how their enquiry was handled. 

Meanwhile, teams at our reception desks at council buildings open to the public welcomed 17,191 people and provided face-to-face support and guidance. 

The figures have been released during National Customer Service Week and show the county council’s commitment to listening to its communities.

Councillor Nicholas Russell, Cabinet Member for Support Services and Local Government Reorganisation, said: “National Customer Service Week is a great opportunity to recognise the dedication and professionalism of our Customer Service Centre team and all staff across the council who support residents every day.

“Our Customer Service Centre is the front door for many people needing to access information, advice and support from the council. We know that when residents contact us, they are often looking for help with important issues, and our priority is to make those interactions as straightforward and supportive as possible.”

The council's customer-centred approach is underpinned by its Customer Promise, which commits to providing services that are welcoming, helpful and easy to access. 

Listening to customers is a key part of how the council continues to improve. Residents are regularly invited to share feedback through satisfaction surveys, helping services understand what is working well and where improvements can be made.

The Customer Service Centre delivers training to colleagues across the council, helping to ensure a consistently high standard of service throughout the organisation. 

Cllr Russell added: “We are a listening organisation and customer service is at the heart of what we do. I'm delighted that customer satisfaction remains consistently high, particularly at a time when demand continues to grow and enquiries are becoming more complex. These results reflect our commitment to putting residents first and continually improving the services we provide.”

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