You said...We did

The City Helpdesk relies on customers' feedback to improve the service we provide. Here we let you know how your comments/feedback, from all forms of customer feedback, have had an impact on the service the Helpdesk provides.

You said

The queueing system at the Council Tax reception was not clear and people couldn't always tell who was next

We did

In 2008 we introduced a ticket system so that customers are seen in the order in which they arrive

You said

There were not enough staff at the Council Tax reception desk of the Civic Offices

We did

We introduced a 'self help' desk for customers with simple enquires at the beginning of 2008

You said

There were long waiting times on the telephone to deal with Council Tax queries

We did

In 2008 we introduced the Revenues Self-Serve telephone system, (as a pilot for 6 months). Customers can inform us over the phone of all sorts of changes, such as moving, setting up a Direct Debit, exemptions, discounts and general queries such as bandings and amounts. This allows customers to contact us without having to queue, but can still choose to speak to an advisor if needed.

You said

People working on reception should be appropriately dressed.

We did

From January 2006 all City Helpdesk staff have been wearing a formal uniform. This not only provides a professional image of the service but also allows our staff to be easily recognised in the busy reception areas. 

You said

There should be easier access on main reception for planning material.

We did

There is an ongoing programme to transfer much of planning documentation to electronic format and make this information available via the web. The City Helpdesk main reception now has 2 PCs (with print facility) specifically designated for customers to search electronic planning documentation.

You said

When I want to complete an e-form to report a defect why do I have to give my contact details.

We did

This was never the intention and contact details are not required to report a defect. We have now reworked the form so that it indicates that contact details are required only if you want feedback or to be contacted by the Council should further information be required. If you do not require to be contacted about the defect you are reporting, the system will now allow you to report just the defect itself.