We have launched a new partnership with Citizens Advice South-East Staffordshire (CASES) to deliver enhanced face-to-face customer services at District Council House.
The two-year pilot scheme sees CASES provide front-of-house reception and in-person support services, helping residents access council services and citizens advice more easily and efficiently.
The partnership forms a key part of the Lichfield District 2050 Strategy Delivery Plan and supports the council’s ambition to improve customer experience while strengthening support for residents who need it most.
Under the new arrangement, residents visiting District Council House are supported by the CASES team, who provide a welcoming front-of-house service from 10am to 4pm, Monday to Friday. Residents can access face-to-face support for Housing Benefit, Council Tax Support and Blue Badge applications.
Our customer services team will continue to staff reception outside of the commissioned hours and will focus on improving response times across telephone, WhatsApp, live chat and digital services.
Councillor Doug Pullen, Leader of Lichfield District Council, said:
“This partnership is about delivering better outcomes for our residents by working smarter and in closer collaboration with a trusted local partner. By working with Citizens Advice South-East Staffordshire, we’re strengthening face-to-face support for those who need it most, while allowing our own teams to focus on improving access through digital and telephone services. It’s a practical, resident-focused approach that supports our long-term vision for modern, accessible and resilient public services.”
Wendy Dee, Chief Officer at Citizens Advice South-East Staffordshire, said:
“We’re really pleased to be working in partnership with Lichfield District Council to deliver this important service. By bringing our experienced advisers into the heart of the council’s customer services, we can help residents access the right support more quickly and reduce the need for repeat visits or referrals, including offering appointments and support, which is a real enhancement to CASES services. This partnership reflects a shared commitment to supporting residents, particularly those who may be vulnerable or need extra help navigating services.”
For more information about council services, visit: www.lichfielddc.gov.uk