Based on your feedback around communication and accessibility, we have updated our phone and email contact methods to improve efficiency, and you can read below all the details.
In essence, from now on a simple emailed question to firstname.lastname@example.org will ensure that what you need answering, reaches the right people, who will respond in the shortest time period. Please log that email address for future reference.
We have made some key changes to the way you contact us to make sure we can deal with your queries as efficiently as possible:
• We are training our staff to be multi-functional in their areas of work, and able to give you answers to your queries, irrespective of whether the lead staff member for your query is available.
• Our new ticketing system for emails, called ‘Freshdesk’, automatically directs your emails to multiple members of staff so they can all access queries and respond.
What Happens When I Email email@example.com?
When you submit a query, it will be automatically directed to multiple members of staff for prioritising and action, and you will receive a response according to the service levels outlined in the image above.
To improve our levels of services to you we have moved to a new phone system, which provides a far more comprehensive service including contacting us remotely when we are not in the building.
Our main office line remains 01772 624000 and dialling this will give you numbered options for each department.
If, however, you need to speak to a specific member of staff, click to access the Lancashire FA organogram containing each staff member’s direct dial number, along with their main responsibilities. You will be able to leave a message if they are not available to take your call.
All meetings are on an appointment basis and require 24 hours’ notice.
We are able to offer you virtual meetings either via our phone system or Microsoft Teams. If, however, you would prefer to meet in person, we can also see you at Lancashire FA’s headquarters.
As part of our customer service review, our next step will be to assess our hours of business to make sure that we are available at the right times according to when our stakeholders need us most. Please look out for the survey, later this month, asking for your feedback on this important area so we can shape our service levels according to your needs.