Housing and Council Tax benefits - customer survey

Overview

This survey went to a random sample of 2,125 service users who, over the last twelve months, either made a new claim for housing/council tax benefit or reported a change in their circumstances. The survey was designed to gain an understanding of satisfaction with the service received and how it was conducted.

The deadline for returns was extended to allow time for further responses. A reminder letter was sent to survey recipients.

What happens next

There were 713 responses from a sample size of 2,124, giving a response rate of 34%.

Satisfaction with the service was quite high, with 80% reporting that they were satisfied with the service provided overall in relation to their claim. In addition to this, 82% were satisfied with 'Staff helpfulness'.

The results are available in full in the below report.

What has happened as a result?

Staff in the Revenues and Benefits team at the Council will consider the results and the comments received about how the service can be improved, to identify the main areas that need improvement.