Acting on your feedback
Below are some examples of the feedback we have received from our customers and the actions we have taken as a result. We will update this page every three months:
October 2024 Update
You said: For known vulnerable citizens when their duty to house is discharged, pick up a conversation rather than sending a letter.
We did: It was decided that for known vulnerable citizens, notification will be carried out as a conversation in the future. Therefore, options can be discussed, particularly whether the decision to discharge is correct.
You said: Requested compensation for the storage of goods.
We did: The Housing Team have developed and implemented a new procedure.
You said: You were waiting too long to get a response to your service request.
We did: After investigation, the only procedure available was the published revenues and benefits Customer Service Standards on the website, which had not been updated for a number of years. To ensure expectations going forward are managed, the document has been removed pending a review for now.
You said: The quality of service received by an officer in the Contact Centre was unacceptable.
We did: A procedure has now been put in place to monitor staff's quality assurance.
You said: A citizen complained about the service they received from a newer officer in the Contact Centre
We did: A formal sign-off procedure for newly trained Customer Service Officers has been implemented including ongoing monitoring of calls.
June 2024
You said: Some escalated queries in financial services were not responded to.
We did: We reviewed our process and identified some gaps. We have worked as a team to resolve the process of referral and have managers reviewing the spreadsheet to ensure that cases are allocated to staff. This reduces wait times for responses and stops the need for citizens to chase for an update.
You said: After sending in correspondence to financial services, we experienced delays in responses.
We did: We hired 3 Short Term Temporary Officers to assist with the backlog of outstanding correspondence and as such have reduced the backlog considerably and the time taken to respond
You said: The complaints system is not consistently managed across the council with some complaints not resolved within the 10 working days standard.
We did: Overhauled the system, centralised and provided the resources which has drastically improved the administration in line with the Local Government and Social Care Code of Conduct that came into force on the 1 April 2024. Put systems in place to chase for responses within the standard 10 working days.
February 2024
You Said: Improve your website, so it's faster and easier to find information.
We Did: We refreshed the Council's website in February. We reduced the overall number of pages and made improvements to the search, navigation and accessibility, so the site should be easier and quicker to use.
You Said: Speed up the Council's response to requests made using online forms.
We Did: This month, we have automated a large proportion of the revenues and benefits forms. This has removed the requirement for a member of staff to look at each form, which has reduced the processing time. We are looking to do the same with other online forms in the future.
You Said: Fix repairs in one visit.
We Did: We always aim, wherever possible, to make a repair in one visit – and in most cases we are successful. We normally only need to revisit if, on arrival, the repair turns out to be a much bigger job than initially thought.
November 2023
You Said: You were not reminded of when your repairs job would be taking place and didn’t know when the technician would arrive on the day.
We Did: We have implemented a text messaging service that provides reminders to you before the date of the repair and on the day. You are now able to track your repair time whilst you are out and about on your phone and will be advised by text when the operative is on their way.
You Said: Wait times to get through to an officer when phoning the Contact Centre throughout the summer months were much too long.
We Did: We are sorry for the longer than usual wait times throughout this period. Call volumes throughout August and September increased substantially, mainly in the Council Tax service as queries were generated after a campaign to check entitlements like single person discount. This campaign has now finished and call volumes have started to reduce back to normal levels. We have recruited another 3 Officers to join the Contact Centre who have now been trained and are answering your calls. As a result the average wait time to get through to an officer has reduced from 7 minutes 12 seconds in September to 3 minutes 16 seconds in October.
Help us to reduce wait times by first checking to see if you can use one of our forms or find an answer to your query on our website before phoning the Contact Centre.
You Said: There was an issue that a power of attorney was required to act on behalf of someone with learning disabilities to make decisions on their council tax or benefits accounts.
We Did: We have updated our procedures and agreed that a signed letter can now be accepted and a power of attorney is no longer required.
