West Sussex County Council’s main customer contact facility processed in excess of 137,000 telephone enquiries during the opening six months of 2026.
The figures, released to mark a national event celebrating excellence in public service delivery, revealed that 137,231 calls were received, with the centre handling approximately 5,278 enquiries on a weekly basis.
The facility assists members of the public seeking guidance on numerous matters, including support for adults and young people requiring social care assistance, highway-related concerns, applications for disabled parking permits, and various other council-provided services.
Research indicated that 85 percent of those who contacted the centre expressed satisfaction with the assistance received.
Councillor Nicholas Russell, who holds the cabinet responsibility for support services and the ongoing local government restructuring process, took the opportunity to acknowledge staff efforts during National Customer Service Week.
The elected representative stated that the observance served as a fitting moment to highlight the commitment demonstrated by personnel working within the customer contact operation and other council departments who interact with residents daily.
Physical reception areas situated within council offices across the region greeted 17,191 individuals in person, offering direct assistance to those preferring face-to-face engagement.
The statistics were published as part of efforts to demonstrate the authority’s dedication to maintaining accessible public services.
Cllr Russell expressed satisfaction that positive feedback levels had remained steady despite increasing volumes of enquiries and growing complexity of the issues being raised.
The authority’s stated commitment to accessibility and helpfulness is formalised through its Customer Promise framework, which sets out standards for welcoming, cooperative, and straightforward service delivery.
Members of the public are routinely invited to submit observations and suggestions to assist the council in refining its operations.