Customer satisfaction 'benefits' everyone
LANCASTER City Council's Housing Benefit and Council Tax Benefit team continue to show improved performance that is reflected in higher customer satisfaction levels.
During 2009 a random sample of 2,000 claimants revealed a continued increase in customer satisfaction compared with 2003 and 2006 when previous surveys were undertaken.
The council has used these surveys to highlight areas of concern and to provide a focus for improvements to be made.
The survey invited comments about the ways in which claimants could access the service, their experience when visiting the offices, the telephone service provided, the staff who dealt with them, the forms they have to complete and the speed of processing of their claim.
In all these areas the claimants expressed improved customer satisfaction compared with 2006.
Improving the benefits service has been an identified priority since 2003 when the council made significant resources available to ensure that a top class service was provided to those who rely on these benefits to meet their housing costs.
Councillor Roger Mace, Cabinet member responsible for the service said: 'Housing Benefit and Council Tax Benefit are key welfare benefits paid to those on low incomes who need a quick, efficient and effective service to help them avoid falling into rent arrears, falling behind with their Council Tax payments, or in extreme cases to help them from becoming homeless. I am delighted to see that the improvements that have been put in place continue to be effective and that customer satisfaction levels have continued to rise.'
Date Updated: 12/01/10