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Smarter working and better enforcement in Warwickshire

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Since becoming partners with NSL in 2014, Warwickshire CC have seen residents and businesses benefit from reduced traffic congestions and improved road safety.

Jim graham

Jim graham

Jim Graham

With 6,327 extra visits and an additional 867 enforcement actions per civil enforcement officer, per year, it has become essential that the presence of NSL’s frontline colleagues is valued at the heart of the Warwickshire community.

Committed to transforming the perception of officers, NSL places heavy emphasis on professionalism and service to the community in its training. Even with visits increased by 239% and enforcement actions by 188%, seven out of 10 colleagues still reported that the public’s perception of officers is believed to be positive or very positive since the new service has been implemented. This has been achieved through NSL intelligently deploying teams in targeted areas of high non-compliance and officers having received gold-standard training, delivered by Investors in People Gold and Champion-recognised learning teams.

With professional standards increased through audits, mystery shopping and refresher training courses, it is no surprise that 66% of colleagues believe the service given has improved significantly. Complaints from citizens have turned into compliments, with 85% of colleagues receiving compliments weekly, with 25% of which receiving 3-5 a week. Ensuring NSL are reducing emissions where possible, a connected ‘green fleet’ of vehicles are now in operation, meaning monitoring driver behaviour has also become a possibility.

Elizabeth Dixon from Accessible Stratford said: “We have found NSL staff to be very friendly and courteous when we are parking and knowledgeable when searching for spaces around Stratford upon Avon town. We would like them to operate in the car parks too!”

Jim Graham, chief executive of Warwickshire CC has been impressed with the savings the council’s partnership with NSL had brought in. He said: “NSL have delivered what was required and are on target to deliver the best part of a million by the start of 2017, which is what we needed to take out of the system.”


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