In 2010/11 96% of customers surveyed were satisfied with the service they received.
It is important to know what customers think of the services provided by the Benefit Division and how they think we can improve. To do this, customer satisfaction surveys as issued for the following areas:
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Enquiry Counter
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Telephone Service
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Visiting Service
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Investigations Team
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Overall Service
The purpose of conducting surveys is to:
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Continue to monitor the service provided
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Assess improvements implemented since the last survey
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Continue to monitor trends in the service
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Make recommendations for the future
If you are asked to complete a survey we guarantee that your views will be considered, any comments you make will be responded to, and we will make improvements if we can.
If you would like to know more about the surveys please email sharon.whale@dudley.gov.uk or ring Sharon Whale on 0300 5558100
Responding to Customers
We are committed to providing the best possible service to our customers, and have made the following changes as a result of your feedback received in 2009/2010:
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YOU SAID...
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WE RESPONDED...
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You would like a dedicated telephone line for Landlords to contact the service
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We introduced a facility to press ‘Option 2’ when calling our call centre which transfers calls to a dedicated landlord team.
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You wanted more convenient ways to contact us
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We increased the services accessible out of hours via our internet web pages, including web calculators, comprehensive leaflets available to view or download, and on-line internet forms.
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You requested longer opening times at our Counter
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We increased the hours from 8.45am - 4pm to 8am - 6pm Monday to Friday, and introduced a Saturday morning 9am till 12 noon
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You requested easier access to Local Housing Allowance rates
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We introduced a facility to press ‘Option 1’ when calling our call centre which provides the latest LHA rates without the need to speak to an Operator. These are also regularly updated and available on the internet.
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Requested that there was additional room for comments when Reporting Fraud on our online form
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Online form was amended to include an additional page to allow for more room for comments
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