Council says customers benefitting from improvements

Redditch Council says customer complaints have reduced. SP

Redditch Council says customer complaints have reduced. SP

First published in News

REDDITCH Council says customers are already benefitting from improvements as it continues to explore new and innovative ways of working.

The council is pursuing a Business Transformation project which sees all services looking at different ways of working which it says puts the customer at the heart of everything it does.

The customer services team has already seen a reduction of 18 per cent in the number of complaints in the last year as it has introduced a new way of dealing with dissatisfied residents. Officers now make direct contact with customers to discuss the complaint and agree outcomes. This has resulted in complaints being dealt with more quickly and with customers being more satisfied that their complaint has been properly addressed.

Specialists are also available to speak to customers who call the centre so help is available at the first point of contact, rather than the council having to call them back or write them a letter.

Head of customer services Amanda de Warr said: “By taking a personal approach to each complaint we can deal with them quickly and actually get to the root of the problem to try to solve it.

"Customers have been happier and there have been less complaints about the same issues reported to us.

"The positive feedback we are getting and the thanks received from customers proves that we are on the right track to creating services which better meet customers' needs. It also saves money without being forced to axe frontline services."

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