North Warwickshire Borough Council has launched a new, more personal reception service, replacing the pandemic‑era virtual receptionist with face‑to‑face support to improve the visitor experience.
North Warwickshire Borough Council is introducing a new, more personal and welcoming reception process that launched on Thursday 9th April 2026, marking the official retirement of the temporary “virtual receptionist” system introduced during the COVID-19 pandemic. The updated approach is designed to enhance the visitor experience by offering more direct, face-to-face support from staff.
The new approach reflects the Council’s commitment to clarity, efficiency, and high‑quality service for everyone who visits the Council Offices.
Using feedback from customers and Councillors, it is clear that residents value a more personal, human interaction approach when seeking help and assistance.
The new reception experience also reflects feedback from the latest residents’ survey. Whilst satisfaction with North Warwickshire Borough Council was twenty percentage points above the national average at 76%, there were a number of areas that residents highlighted for further improvement including arrangements for contacting the Council.
Visitors will be greeted via a simple press-for-assistance doorbell system, supported by improved signage to guide both Jobcentre users and people visiting the Council to the right place.
When the doorbell is pressed, customers receive an instant acknowledgement and estimated wait time, while an alert is sent directly to the Customer Service Officers. The first available officer will attend reception in person to greet the customer and help them with their enquiry.
Leader of the Council, Councillor David Wright, said:
“This is a positive step forward that restores a personal touch to our reception service. Customers told us they wanted face‑to‑face support, and that’s exactly what this new process delivers. The improvement aligns with the Council’s wider commitment listening to what our residents tell us and to enhancing customer service standards across the organisation. By simplifying the customer journey, and enabling more responsive support, we aim to ensure every resident receives a warm and efficient welcome”
For more information, please contact Customer Contact Service by emailing customerservices@northwarks.gov.uk or calling 01827 715341.