Revenues and Benefits service standards

Revenues and Benefits - How your feedback has helped

What you have told us	What we have done
We were taking too long to answer your telephone calls	We reorganised the telephone team resulting the average time to answer calls being reduced. In June 2010 we answered 18% of your calls within 21 seconds. In August 2010 we answered 93% of your calls within 21 seconds.
The information given to you regarding Council Tax exemptions was incorrect	Additional coaching was given to staff in this area
Information given on Rothercard leaflets regarding entitlements was incorrect	A review of all our the leaflets was undertaken and the Rothercard leaflet was amended to include the correct information
A benefit letter had been issued in the wrong name	Additional coaching was given to staff in this area and a bespoke report was commissioned to eradicate future errors

Last updated 06/01/2012