Your feedback is important to us to provide the best service we can for you. We welcome all feedback, be it a complaint - to give us chance to look where we are making mistakes and rectify them, also to compliment us on the good job we are doing so the right staff can be notified and praised accordingly.
We would like you to tell us when we do something right, or if you're particularly pleased with any of our services.
We would like to hear your suggestions on how we could improve, so please let us know by making a comment or suggestion. Your ideas will be forwarded to the most appropriate person who will consider your suggested changes when they next review their service.
You should contact our Customer Services team by using the Contact Us button above and filling in an online form or you can ring or email us. Our contact details can be found to the right on this page, or call 01246 231111
We will take your comments seriously. Anything you say will be treated in confidence and will not disadvantage you in the future. Please read our Customer Service Codes of Practice and Standards document and Compliments, Comments and Complaints Policy.
However, if you are still not satisfied after you have fully completed our complaints procedure, then your next step would be to make a complaint in writing to the Local Government & Social Care Ombudsman. They will be able to provide you with advice on how to proceed further.
To make a complaint about a councillor please use our making a complaint about a councillor form.
Customer Service Excellence (formerly Charter Mark) is a practical tool for driving customer focused change. The Customer Service Excellence standard is designed to operate on three distinct levels:
- As a driver of continuous improvement - by allowing organisations to self assess their capability, using the online self assessment tool.
- As a skills development tool – by allowing individuals and teams to explore and acquire new skills in the area of customer focus, customer engagement, thus building capacity for delivering improved services.
- As an independent validation of achievement – by allowing organisations to seek formal accreditation, demonstrate their competence, identify areas for improvement and celebrate success.
Setting targets and ambitions to manage our performance is vital to ensure that we provide the services we can whilst maintaining value for money.
There are a variety of ways we can manage our performance. You can view the calls offered stats for our Contact Centre team and performance statistics as of end June 2018 here.
We would like to say a big thank you to the 637 residents that took part in our recent satisfaction survey across all access channels for our contact centre service, covering everything from professionalism and timeliness to complaint handling.
The findings showed us that customers are very happy with our contact centre service with high Customer Satisfaction Index scores for each of the methods of contact: face-to-face 90.70%, telephone 90.06%, reception visitors 99.09% and email 83.41%.
Please see link below to view the full report and improvement plan.
Compliments Quarter Four 2017/18
Complaints Quarter Four 2017/18
Complaints Quarter Three 2017/18
Compliments Quarter Two of the financial year 2017/18
Complaints Quarter Two of the 2017/18 financial year.
Complaints Quarter One of the 2017/18 financial year
|Quarter 1 Growth||Quarter 1 Operations||Quarter 1 Transformation|
|Quarter 2 Growth||Quarter 2 Operations||Quarter 2 Transformation|
|Quarter 3 Growth||Quarter 3 Operations||Quarter 3 Transformation|
You Said We Did 2017/18
You Said We Did 2016/17
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|Quarter Three||Quarter Four|