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Complaints performance and improvements

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Home   Contact us   Complaints and feedback   Complaints performance and improvements

Complaints performance and improvements

Complaint Performance Data

You said, we did

Some examples of your comments and how we responded
You saidWe did
Incorrect letters were being issued to customers requesting payment for outstanding Council Tax The recovery process was reviewed and additional checks and parameters adopted to ensure such letters are suppressed in future
Waste is sometimes being left in streets when refuse bins are being emptied Collection crews were reminded to clear up spillages from bins or the waste vehicle and to report larger spillages for clearance by Streetscene
A customer completed a change of address and wanted the direct debit to remain in place but this was not done and the customer received a reminder for the new account  Training took place with the relevant employees and steps introduced to ensure additional checks are undertaken regarding the transferring of direct debits
National Entitlement Card application forms were going missing, causing problems and delays We transferred the process to a new system and applications are now scanned
There was some confusion as to what waste goes in each coloured bin A recycling leaflet was produced and issued that detailed what residents should do
Some of our employees were making loud noise when starting repair work early in the morning Operatives will ensure noise levels are kept to a minimum if starting early
It was difficult to contact one of the Council’s contractors The contractor now provides an email and text option on initial correspondence
Certain applications were being delayed when being handed into the Council’s Customer Service Centres A new scanning process was introduced to reduce delays in applications being processed

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