Listening to your feedback

The following are examples of service improvements that have been implemented to date based on the comments left by our customers through the Customer Service Centre and Customer Contact Centre customer satisfaction surveys.

You said We listened
Customers were unhappy with the length of the automated message at the beginning of their call.

We updated the automated message so that it was shorter.

Customer advised that the email communications they had received in relation to reporting a roads and street lighting issue via the Aberdeen City Council website contained conflicting information. We updated our systems to ensure only accurate information was provided and the incorrect reference numbers were removed.
Customers expressed dissatisfaction with the cost of telephoning the 0845 number for Housing Repairs. All of our 0845 and 01224 phone numbers have been replaced with 03000 numbers which resolves this issue.
Customers would like to make application for new parking permits online without the need to visit in person. Plans are in place to introduce online applications for all types of parking permits.
Customers requested that an email reminder be issued when their parking permit is due to expire. Plans are in place to issue email reminders to all parking permit holders 20 days prior to expiry (where an email address has been provided)

During the period 1 April 2015 to 31 March 2016, we dealt with a number of complaints which led to us making service improvements. Some examples are below.

You said We listened
In response to a complaint regarding an injury at a school. Daily checks of the school grounds now include additional equipment inspections
In response to a complaint regarding a delayed response from the Licensing team. A new procedure has been put in place to enable Enforcement Officers to access each other's files during absences and to ensure that the issue does not reoccur.
In response to a complaint regarding a housing repair not being concluded within the allocated timescales. A new approach is now being taken to the completion of work orders to inform resource allocation more accurately.
In response to a parent's concerns regarding child safety on a school trip. More rigorous procedures have been put in place for staff, parents and pupils returning from trips outside school hours
In response to a complaint regarding a repeated error with council tax invoicing. Our quality control mechanisms have been reviewed to reduce the likelihood of human error.
In response to a parent's complaint regarding their child's experience at school. Refresher training on co-ordinated support planning has been undertaken by the relevant staff.
In response to a parent's dissatisfaction at the standard of communication and difficulty in making contact with the council regarding their concerns. The Education and Children's Services directorate have reviewed their procedures for handling correspondence in order to provide a more responsive service.
In response to two complaints from customers who experienced difficulties in being connected to the required service via the switchboard. Guidance has been issued to the Customer Service Advisers handling these calls to direct customers more appropriately.
In response to a complaint regarding the downtime of PCs at the libraries. More advanced notice is now given to customers when the facilities are not going to be available.
In response to a complaint regarding the quality of reading material in the Younger Readers Category. The libraries have improved their stock in this area to better meet customer requirements.
In response to a complaint regarding being denied access to the service required at Mastrick Customer Access Point. Revised arrangements have been put in place to ensure customers can access all services until 5pm.
As a result of a complaint regarding a Council Tax billing error. A system error was identified and remedied to prevent further occurrences.
In response to two complaints from customers who experienced difficulties in being connected to the required service via the switchboard. Guidance has been issued to the Customer Service Advisers handling these calls to direct customers more appropriately.
In response to complaint regarding the extensive waiting time for a housing repair. Additional parts have been ordered so that they are continually available to avoid unnecessary delays to the work being undertaken.
In response to an anonymous complaint regarding a poor experience at a school. At least 2 weeks' notice is now given to parents where possible to notify them of school events.
In response to complaints that Airyhall and Kaimhill libraries were difficult to find. Prominent signage has been installed at both locations to address the issue.


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