Customer Service Improvements
Council Tax
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As a result of feedback from customers on the signage at the Customer Counter Area the signs have been improved and colour co-ordinated to help customers find the correct counter.
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A number of Council Tax forms have been updated and changed due to customer feedback.
Benefits
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The HB/CTB application form has been revised in accordance with analysis of the way that it was completed by customers
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The Benefits Investigation Team have revised their methods for conducting Interviews under caution and a leaflet explaining the process is now sent to customers prior to the meeting.
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A Journey Mapping exercise was undertaken in respect of the Customer Counter Area and as a result improvements to the counter signage was made.
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A Landlord Area has been set up on the website
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A letter of explanation was included with any Intervention forms that were sent out to check customers details were correct. This was requested on a survey.
Housing
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North Ayrshire Housing Register and North Ayrshire Allocation Policy introduced in partnership with other social landlords in North Ayrshire which means that applicants now only have to fill out and have one assessment made of their housing need. They can then be considered for housing from one common housing register.
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Improved Housing Services information available on the Council's website
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Achieved Investors in People Silver Award for Housing Services
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Achieved Customer Service Excellence Award for Concierge Service
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Annual Performance Report issued to all tenants which includes our performance against our customer care service standards.
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3 Tenants Newsletters produced in last year providing information for tenants
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Mystery Shopping Exercise carried out by tenants to test customer care and results published in Tenants Newsletter.
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Introduction of opti-time and mobile working by Building Services resulting in tenants now being given an actual appointment as to when repair will be carried out. Has also resulted in a reduction in the number of days to carry out a repair.
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2010 Neighbourhood Awards hosted by Safer North Ayrshire Partnership to acknowledge the good work of people in North Ayrshire communities
Building Services
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Implementation of Opti-time to enable all repairs to be appointed within a shorter time period to improve service to tenants
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New Housing Policy has reduced repair turnaround timescales
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We introduced larger ID badges for traderspersons to make them easier to read for some tenants who may have sight impairments
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In line with requests from the Major Works Group we have improved the specifications in new kitchens and bathrooms with no additional cost made to Housing Services
Social Services
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Introduction of computer system to gather information on customer volumes and enquiry type to help to identify future improvements.
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Introduction of a customer feedback form.
Customer Services
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Improvement in call handling performance. Increased targets introduced as a result of customer feedback.
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Introduction of emailing forms saving the Council money and reducing the time taken for the customer to receive the form.
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Improvement in communications in relation to recycling as a result of customer feedback.