We listened to you
You said...
In a customer survey you said you would like to be able to
report changes in circumstances to the Benefit office over the
telephone.
We did...
We provided training to our Customer Service Officers in the
Contact Centre and introduced a facility for customers to report
changes by telephone.
You said...
You said you would like additional dates in the month to pay
council tax by direct debit.
We did...
We added an additional date to give customers more choice of
when their payment is made.
You said...
You said you didn’t understand what would happen to your benefit
claim if you didn’t provide missing information by the due
date.
We did...
We made our request for information letters
clearer to tell you when the information was due, what would happen
if you didn’t provide it and what to do if you were having
difficulty getting the information.
You said...
You said that the benefit claim form and receipt are too long
and hard to understand.
We did...
We have started looking at our receipt and
claim form and will be asking customers for their views about the
new designs before we start using them. In the meantime, we
have introduced a short guide to the proof you need to provide with
your particular claim.
You said...
You said that our letters need to be clearer and in plain
English.
We did...
We have started to look at our standard benefit letters to make
sure they are easy to understand and all our benefit officers will
receive training over the next few months on how to write letters
that are plain and clear.