Customer Feedback Results
The results from customer feedback are fed back to our Performance Management Team on a monthly basis who monitor and analyse the results. Below you will find a chart with the results for 2007/8.
We welcome and value comments, complaints and suggestions about how we run our services. Please help us to improve our services by giving your feedback:
If you give us feedback on our services, we will try to provide you with a response within seven days.
If we cannot do that we will send you an acknowledgement letter within seven days (or within three days for email contacts). In all cases we will provide you with a response within 28 days.
If we cannot do that we will send you an acknowledgement letter within seven days (or within three days for email contacts). In all cases we will provide you with a response within 28 days.
Summary - April 2007 To March 2008 (Inclusive)
- Complaints
- Members Enquiries
- Comments/Suggestions
- Compliments
Reason ↓ | Complaints | Members Enquiries | Comments & Suggestions | Compliments (City Team) |
| Accessibility | 1 | 0 | 0 | 0 |
| Staff Attitude | 0 | 0 | 0 | 0 |
| Service Quality | 3 | 1 | 0 | 30 |
| Policy and legislation | 3 | 0 | 0 | 0 |
| Costs or Charges | 0 | 0 | 0 | 0 |
| Other | 0 | 0 | 0 | 0 |
| Totals | 7 | 1 | 0 | 30 |
What we have done to improve our service
Following an Ombudsman investigation, Private Sector Housing Services and the Equipment & Adaptations team have recently introduced a new "Fast Track" priority category for Disabled Facilities Grants. This category is now used for all Disabled Facilities Grant referrals, where someone, is being discharged from hospital.
"Fast track" referals are now given the highest possible level of priority by both sections, with a view to ensuring that work is carried out before hospital discharge wherever this is feasible.
One case has already been processed using this new category, and work has recently commenced on the adaptations within 4 weeks of referral to our Technical Officer. This compares favourably with our normal timescale for urgent cases, which are likely to take two to three times that period of time to achieve commencement on site.