Comments, compliments and complaints

You told us ‘It is difficult to get to your offices’
We now have improved availability of our face-to-face services by offering appointments in five more areas and have introduced TellyTalk in three of our libraries and Hope Hospital. There are now 20 places you can see us.

You told us ‘It is difficult to get through on the phone’
We answered 146,000 more calls in 2006/07, we are currently recruiting staff the assist with this.

You told us ‘ I am an accredited Landlord and would like some advice about how the Housing & Council Tax Benefit claim process works’
We provide a Benefit Advice surgery prior to the Landlord Forum meetings, which gives landlords an opportunity to speak to staff from The Benefit Section. We also provide benefit update presentations at the forums to keep landlords updated about changes.

You told us ‘I would like some more places to learn IT skills at a time and in an area that would suit me’
We now offer free computer classes at venues all over the city at various times throughout the day.

You told us ‘I would like to choose a different Direct Debit payment date’
We now accept council tax direct debit payments on three dates the 5th, 15th and 25th of the month.

You told us ‘It is difficult to attend an investigation or overpayment interview during normal office hours as you were working
We now offer home visits and interviews outside normal office hours.

You told us ‘If I fill in my benefit claim form and give you all the information you need, when will I know how much benefit I will get?’
We have introduced a fast track benefit claim. If you provide all the information with your completed form we will give you a receipt and process your claim within five working days.

This page was last updated on 3 October 2009