We are proud of the road safety service we provide, but also keen to know how it could be improved. We seek out users' views about every part of our service so that we can address any problems. But we often get praise too, which we pass on to the staff who provide the service!

The majority of the users of our service don't have complaints, but often make excellent suggestions for improvements, which we try to make use of.

The Road Safety Officer prepares two annual reports: the Quality of Service Review and Review of Activities.

The Quality of Service Review provides information on:

• the results of questionnaire surveys carried out, together with what we have done in response to these;
• statistics for telephone quality monitoring;
• statistics for telephone response times;
• statistics for letter response times using our correspondence logging system;
• details of complaints, compliments and suggestions and what we have done in response to these;
• the number of 'hits' on our website and what we can do to increase this number; and
• statistics for invoice payment 'turn round' times.

 Road Safety - Quality of service review 2006/07 (158 kb)

The Review of Activities report contains:

• details of the budget for the Road Safety Service and unit costs for some of our core services;
• our performance standards and what we achieved (this is shown in summary form – see the Quality of Service Review document above for more detailed information);
• our local targets from the Road Safety Service Delivery Plan, including improvements we have made to the Service during the year, details of consultations and feedback issues, enhancements to communication through regular meetings with staff and external providers and investigation of new opportunities for additional funding for road safety initiatives.

 Road Safety - Review of activities 2006/07 (58 kb)

Summary information on some of our surveys
We have been undertaking surveys of our customers for a number of years and you can download the results below in pdf format.

 Summary information on some of our surveys (118 kb)

Benchmarking comparison of service with other London boroughs

 Benchmarking comparison (108 kb)