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Birmingham City Council

Legal Services - Customer Care

“Putting Members and Customers First”

The department places great emphasis on the need to continuously improve the quality of the services it provides and all staff are actively encouraged to learn from experiences. In addition to the corporate customer care standards and the corporate complaints procedures, the department has introduced the following initiatives:

Legal Services’ Charter;
Legal Services’ Code of Conduct for Staff and Managers; and
A Customer Care Plan and Value Adding Procedures.

The department has a detailed and comprehensive quality management system which complies with ISO 9001 and is kept under review by the department’s Practice Development Officer and the Quality Group. The system was substantially reviewed a couple of years ago and we now have an electronic quality manual which sits on the department’s intranet. It provides a simple and effective way of linking key documents into the quality manual as well as direct links into the City Council’s corporate databases.

The Quality Assured System is the result of extensive consultations with staff/managers. Clients can, therefore, rest assured that our commitment to quality and efficiency permeates throughout the department.

To this end the department is very proud to have gained accreditation for ISO 9001 and the Law Society’s LEXCEL Practice Management Standard in 2004 which it has continued to retain each year via external assessment.

The department’s approach to clients/customers is, therefore, about “Putting Members and Customers First” and empowering them to work towards achieving the City Council’s key aims and objectives.

For further information, please contact:

Erin Simpson
Practice Development Manager
Email: erin.simpson@birmingham.gov.uk