The Benefits Service believe that customers are the key to delivering high quality services. Contact from customers can be received in a variety of ways including complaints, compliments and suggestions. Complaints Performance When we receive a complaint we have a target of 10 days to investigate it and respond to the customer. Over the past 3 years the number of complaints we received has dropped significantly and the complaints we have received have been dealt with more promptly.
* Figures for 2006~07 are for Benefits only. Previous years' figures are for both Council Tax and Benefits During 2006/07 customers complained about our service because:
We always take complaints seriously and take action to ensure we put things right whenever possible. For example we received a complaint about the way we deal with second letters from customers on the same issue, we reviewed our internal procedures and as a result of this we have improved our turnaround time for these letters. Compliments and Suggestions For the same period we received a total of 58 compliments from customers, 51 of which were complimenting staff on the efficient, friendly service they provide. The other 7 compliments were about the general service and systems in place. Customer suggestions are important to the service. Every suggestion received is carefully considered & may be adopted if practical. As a result of suggestions made by customers have implemented some improvements:
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Complaints, Compliments & Suggestions