Telford and Wrekin residents are sending more compliments and fewer complaints to the council

Reports presented to Telford & Wrekin Council cabinet members at their meeting on Thursday 23 September showed that complaints to the council have dropped by 16% in 2020/21 compared to the previous year.

Telford and Wrekin residents are sending more compliments and fewer complaints to the council

The reports also show that the number of customers who have complimented council services has increased by 35% during the same period.

Cllr Richard Overton, Cabinet Member for Enforcement, Community Safety and Customer Services, said:

“I’m delighted that these reports indicate an increased level of customer satisfaction with council services across the organisation and am proud to say these figures represent a trend that has continued for the last six years.

“In total, we received only 491 complaints in 2020/21, which, in the context of the many thousands of transactions and interactions that take place across the organisation in a week, remains an incredibly small proportion. This figure is also well within accepted customer service industry standards and appreciably under 1% of all transactions. 

“Our priority is to be a community-focussed, innovative council providing efficient, effective and quality services; we want our customer experience to be the best possible.

“These reports, which flag up the increase in positive feedback, the significant reduction in in complaints and the improvement in our complaint handling performance, highlight the excellent progress we are making to deliver on this priority and renew our commitment to putting right anything that has gone wrong.”

Cabinet papers will be published by the end of the day on Thursday 15 September in advance of the meeting and can be found on the Cabinet Meeting page.




 

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