Review of Customer Service Standards, Consultation

Review of Customer Service Standards, Consultation

Review of Customer Service Standards Consultation BANNER

In order to maintain standards and to ensure a wider corporate approach to good customer service, in April 2017 the Council, following consultation, codified principles and standards of customer service. 
The Customer Service Standards apply across the Council’s services including the Town Council management and administration, parks, Library and Community Centres as well as Reception.   The standards provide a framework for Customer Service Advisors and receptionists when logging queries on the enquiries system to ensure responses are provided within the timeframes given.
Click here to view the proposed revisions to the Customer Service Standards, adopted in April 2017, which are available for consultation.  Proposed changes, highlighted in red, seek to clarify the different timescales between acknowledgement of an enquiry and a response to an enquiry.
Comments and suggestions are being invited from residents, customers, service users, hirers, and anyone else who is interested, to ensure that the Standards are both practical and fit for purpose. 
The deadline for consultation comments is 9am on Monday 18th December 2023. 
You may make comments in writing to the Chief Executive & Town Clerk, Braunstone Town Council, Braunstone Civic Centre, Kingsway, Braunstone Town, LEICESTER, LE3 2PP or by email: This email address is being protected from spambots. You need JavaScript enabled to view it.
The post consultation version of the Customer Service Standards will be submitted to Policy & Resources Committee on 11th January 2024 for consideration and adoption.  At this stage it is proposed the decision take effect from Monday 15th January 2024.




A bold purple background with white bold textacross the centre readingare you ready forthe #DigitalSwitchover? Find out what you andyour family need to do so you’re not affected.A white LGA logo is in the top left corner.

 The way we communicate is changing.
Our old telephone lines are being replaced with a digital network. This means a more reliable, future proof service that will support the UK and its residents for years to come. It will affect anything that sends a signal through the old line from personal alarm buttons to old - style Home telephones.
Anyone with these services should check if the #DigitalSwitchover will affect them, so their service isn’t disrupted.
Find out what you, your family and neighbours need to do to be ready here:

What is the Digital Switchover or ‘landline switch off’?

The UK’s telephone network is changing.Between now and 2025 most telephone providers will bemoving their customers from old analogue landlines over to new upgraded landline services usingdigital technology.This means services that rely on the old landline system such as home phones and healthcare devices will be switched over.

How will it affect me/what do I need to do?

The good news isyour landline isn’t going anywhere and for most consumers and businesses,this change will be straightforward. In fact, many customers are already making the switch whenthey upgrade to full fibre broadband.Your telecoms provider (Virgin Media O2 or BT) should contact you before the switchover to checkin and discuss what you need to do to make sure your service isn’t affected. However,we’reencouraging everyone to know what to expect.If you have an internet connection, the change may be as simple as plugging your phone into yourbroadbandrouter rather than the socket on the wall.If you or someone you know depends on their landline or uses a telecare device connected to aphone line (such as a fall monitor, lifeline, or personal alarm), you should notify yourcommunications provider (the provider of this service) so that they can advise on how the switchcould affect you.If you have other devices connected to your phone line, such as alarm systems, you might need toupgrade your device to make sure it is compatible. If you are unsure abouthow a device in yourhome or business might be affected, it is recommended you contact the equipment supplier ordevice manufacturer to find out whether it will remain functional on a digital phone line.

In an emergency:

Digital landlines cannot carry a power connection, so in the event of a power cut they will not work.If you have a mobile phone this can still be used, but if you’ve no other means of calling theemergency services your telecoms provider will offer a solution to allow calls to be made toemergency services.


Braunstone Town Council named finalists for national award

Braunstone Town Council named finalists for national award

Braunstone Town Council has reached the finals for the National Association of Local Councils' (NALC) Star Council Awards 2023.  




The awards recognise local (parish and town) councils’ contributions to their communities.  The judges describe the Council as having "exemplified impressive accomplishments in various endeavours, underscoring their unwavering commitment to enhancing community well-being and advancing progress".

A public vote will decide the Council of the Year category. Braunstone Town Council is asking residents, partners, and stakeholders to cast their vote and help obtain this prestigious award for Braunstone Town and Thorpe Astley.

Councillor Nick Brown, Leader of Braunstone Town Council, said “The Town Council is committed to achieving the best outcomes for our residents and our community. Working with our partners and the local community, we have both saved and enhanced our community Library, facilitated an expansion of GP services, supported our neighbours through Covid, delivered enhanced sporting, recreation and play facilities, created a vital walking and cycling link and are on track to reduce our carbon footprint by approximately 40% this year. We know that Braunstone Town and Thorpe Astley is a vibrant community and I’m delighted that what we are achieving here is recognised nationally”.  

Cllr Keith Stevens, NALC chair, commented on the announcement and said, "Congratulations to Braunstone Town Council. Your outstanding achievements have placed you among the best in your field, and this recognition is well-deserved. Your hard work, dedication, and talent have shone through, and it's an honour to see you as a finalist for this prestigious award. Best of luck for the awards ceremony, and may your journey continue to be filled with success and inspiration. Your achievements serve as an inspiration to us all!"

Braunstone Town Council named finalists for national award Braunstone Town Council has reached the finals for the National Association of Local Councils NALC Star Council Awards 2023. The award


The winners of the Star Council Awards will be announced on 29th November 2023.

Find out more about the awards and VOTE here:





 The Town Council has developed outline proposals to make improvements to the play area and surrounding open space at Impey Close, Thorpe Astley.


The proposals include:


  • Keeping the current Slide/Climbing Frame
  • Refurbish Swings or install new swings
  • Consider installation of additional new play equipment suitable for toddlers and primary school age children
  • Installation of new Vehicular Access Gate
  • Replacement of existing Wet Pour Safety Surfaces and replace with Rubber Bonded Mulch
  • Retain existing benches and bin
  • Retain existing bow top fencing around the play equipment
  • Continuation of tree planting in the area
  • Renovate path from Darien Way to Sculpture (top section down towards Brook) and consider installation of drainage
  • Installation of bench at end of Darien Way path adjacent to Sculpture



To have you say on the vision for the area please email This email address is being protected from spambots. You need JavaScript enabled to view it..

The closing date to receive comments and suggestions is 1st December 2023.

Following consultation on the outline proposals the Town Council will finalise plans and obtain plans and proposals from contractors through the tender process. Local residents will have the opportunity to comment on specific proposals presented to the Council in the new year before any final decision is made.

Electric Vehicle Charging Points at Braunstone Civic Centre and Thorpe Astley Community Centre

Electric Vehicle Charging Points at Braunstone Civic Centre and Thorpe Astley Community Centre

We have Electric Vehicle Charging Points available for public use at the following sites:

Braunstone Civic Centre & Library, Small (Overflow) Car Park, 209 Kingsway, Braunstone Town, LE3 2PP, and

Thorpe Astley Community Centre & Park, Main Car Park, Lakin Drive, Thorpe Astley, Leicester, LE3 3RU.


Residents, customers, hires and passers by can access the 22kW Easee Chargers on their smart phones using the Fuuse App ( ) or by scanning the QR code on the side of the charger. 


Alternatively, payment can be made using the links below:


Braunstone Civic Centre & Library:

Thorpe Astley Community Centre & Park:


When making payment £50.00 will be pre-authorised against your card.

There is no facility to take cash payment on site.


Electric Vehicle Charging Point Charges



Connection Charge:


Charge per KWh:


  40p between 8am and 4pm;

   60p between 4pm and 8am.

Overstay Charges:


  £5, 30 minutes after charging has ended; then £1 per minute.

   (Overstay not applicable between 1am and 7am)














24/7 Support is available by calling: 01925 361986

Business Hours

Braunstone Town Community Library

  • Monday: 2.00pm - 6.00pm
  • Tuesday: 2.00pm - 5.00pm
  • Wednesday: 10.00am - 1:00pm, then 2.00pm - 5.00pm.
  • Thursday: 2.00pm - 5.00pm
  • Friday: 10.00am - 12:00 Noon, then 2.00pm - 5.00pm
  • Saturday: 10.00am - 1.00pm
  • Sunday: Closed
  • Closed on Bank Holidays
  • Braunstone Civic Centre & Thorpe Astley Community Centre

    Slots available for hire, contact Customer Services for availability. 

    Closed Bank Holidays (Subject to hirings)

    Customer Services Shop

    Open Monday - Friday: 9.00am - 5.00pm. Closed on Bank Holidays.

    Braunstone Civic Centre
    Braunstone Town,
    LE3 2PP

    Tel: 0116 2890045
    Fax: 0116 2824785

    The coat of arms of Braunstone Town, with text reading 'Braunstone Town Council'.

    Our Community Centres

    Logo for Google Maps, linking to a map showing the Braunstone Civic Centre.

    Braunstone Civic Centre
    Kingsway, Braunstone Town, Leicester, LE3 2PP.
    Tel: 0116 2890045

    Logo for Google Maps, linking to a map showing the Thorpe Astley Community Centre

    Thorpe Astley Community Centre
    Off Lakin Drive, Thorpe Astley, Leicester, LE3 3RU.
    Tel: 0116 2890704

    Logo for Google Maps, linking to a map showing the Braunstone Town Community Library.

    Braunstone Town Community Library
    Kingsway, Braunstone Town, Leicester, LE3 2PP.
    Tel: 0116 3055909 or 01164820159


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