During 2004/05 we carried out customer surveys on all aspects of our service including a general performance survey and an arrears survey

 General survey

During 2006 we carried out a further survey of 500 leaseholders. The results of the survey compared favourably with the previous survey carried out in 2005. We would like to thank all those leaseholders who gave their time to help us, and for their positive feedback. The figures in brackets relate to the 2005 survey.

• 59% (56%) felt that the service charge bill was easy to understand.
• 51% (47%) considered the booklet that accompanied the bill to be helpful.

Of those leaseholders who had contacted us during 2006:

• 89% (87%) found the staff helpful.
• 68% (61%) felt that they had been treated fairly and sensitively.
• 52% (48%) were happy with the response they received.
• 59% (57%) were satisfied with the Service.

These surveys are an important method for us to ascertain how our customers view our Service and are also used as a means to identify areas where we may improve. A further survey will be carried out during 2007 and we would ask that, should you receive a form, to spend a few moments in completing and returning to us.

 Arrears survey

The Income Collection Service undertook a further survey on dealing with customers who were in arrears. 1,497 forms were sent out and 77 were returned.  The responses showed that:-

49% said they found the staff helpful when dealing with their enquiry
45% said they found the advice/information helpful.
There were some comments about the unhelpful attitude of the staff.  As a result all staff have taken part in customer care refresher courses this year and we hope that this has improved the customer's experience when they have contacted the service. 

Although the surveys were about the Income Collection Service, there were issues raised about areas that are dealt with by the Housing Department and other Finance sections. This information was passed on to the relevant sections.

 Your views are important to us

The ICS will be sending out further surveys to test your satisfaction with our service improvements and find out if there are further areas of dissatisfaction. If you receive one of our questionnaires please take the time to complete and return it, as your views are very important to us.

 Compliments, suggestions and complaints

Would you like to help us improve our services? We aim to provide a high quality service but there is always room for improvement. We collect ideas and suggestions at service points and carry out surveys of customer opinions. We welcome suggestions and value opinions from our customers. 

If you can think of a way in which we can improve the services we deliver, we want to hear from you!  You can contact the Income Collection Service on 020 8871 8038 or send an email to debtorsaccounts@wandsworth.gov.uk. Alternatively,  you can make your views known to us by going to the "Suggestions and Feedback" and use the online facility.