Complaints, compliments and suggestions
We 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.
| Period |
Complaints received |
Dealt with in 10 day target |
% dealt with in 10 day target |
| 01/04/05 to 31/03/06 |
806 |
750 |
93% |
| 01/04/04 to 31/03/05 |
932 |
823 |
88% |
| 01/04/03 to 31/03/04 |
1488 |
1266 |
85% |
During 2005/06 customers complained about our service because:
- 47.3% were as a result of error with our systems
- 28.1% were as a result of staff errors
- 4.9% were regarding staff attitude
- 19.7% were as a result of various other reasons
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:
- New Benefit applications assessed at first point of contact
- Improved information relating to student exemptions on the Council Tax website
- If you have any comments or suggestions to make about the service please complete one of the comment cards available in this waiting area or ask a member of staff to assist you.
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