I am writing in response to C J B Howes' letter (Your Letters, July 11). The subject of the letter was the forthcoming opening of our new customer services centre at the Malvern library and the standards we will be using to measure service improvements.

It may help your readers to know that we have combined our customer services with those of Worcestershire County Council in a new service, with the brand name of the Worcestershire Hub.

We recently recruited a team of customer service advisers, many of whom were in similar jobs within the two councils. Each adviser's job is to provide information, deal with requests for services, receive payments, and respond to customer feedback. They will deal with people face to face at the library, answer letters, telephone calls, and e-mails, and provide help with filling in application forms.

Previously, each of the council's departments had separate teams to deal with their customers. People were frequently passed from person to person before they were able to speak to someone who could deal with their problem. Very few people know which council provides which services, and we have often had to pass enquiries to the County Council and vice versa.

Now there will be one team to deal with all of the enquiries for both councils. Furthermore, we hope that other councils, public service providers, and voluntary bodies will want to join the Hub partnership.

In answer to Mr Howes' three questions:

1. We set a "modest" target of dealing with 80 per cent of enquiries at the first point of contact because we do not want to make unrealistic promises to the public. However, what we will do is try our very hardest to ensure that 100 per cent of enquiries are dealt with promptly, professionally, and with the highest possible standards of customer care. Our objective is to get as close as possible to 100 per cent of all enquiries and service requests being satisfied at the first point of contact.

2. When an adviser is unable to deal with a query immediately, he/she will take responsibility for ensuring that the person's needs are satisfied either by arranging for someone else to deal with the matter or by finding a solution quickly themselves soon afterwards. When that happens, the adviser will monitor progress of the query and take action if there is a delay or evidence of dissatisfaction.

3. This is Best Value because we will be providing a cost-effective service that removes duplication within both the district council and the county council.

We are very keen to use feedback from our customers to put things right, help us improve our services, and develop new services. If any of your readers would like to join our customer panel, or contribute in any other way, we would be delighted to hear from them. They can do so by contacting Barbara Davies, our customer services manager, on 01684 862276 or by e-mail to: barbara. davies@malvernhills.gov.uk.

David R Wood, director of resources, Malvern Hills District Council.