Customer satisfaction feedback
You said - We did - By Service Area
We are always seeking to improve our Services. Please find below some of the things that Customers have said to us over the past 6 months and what we did as a result of that feedback.
You said - "I had to wait too long when trying to get through to Customer Services by telephone"
We did - We are continuously redesigning our services, making them accessible online, thereby increasing the ability to self-serve, which should in turn decrease the call waiting time. In addition we have recently recruited new Customer Liaison Officers at the Council, which will help with the call wait times.
You said - "I am having difficulties using the Webchat facility".
We did - This is currently being looked into. The Webchat facility is currently unavailable as we are looking into improvements to this facility. In the meantime we apologise for any inconvenience this may cause.
Melton Borough Council Website
You said - "The link to report my Change in Circumstances for Housing Benefit does not work".
We did - We reviewed the Customer Journey and have made it more accessible for one off transactions.
You said - "I am having difficulties accessing specific pages using my mobile".
We did - We continuously review our website and make changes accordingly.
You said - "I am unable to find the information I want via the Website"
We did - We conducted Customer Journey Mapping and have made amendments to the Website accordingly.
You said - "I am having difficulties registering for Council Tax online as it says my details don't match"
We did - We have conducted Customer Journey Mapping and have made our support pages clearer.
You said - "I am having difficulties paying my Council Tax online"
We did - We are currently referring back to the third party site which is responsible for My Account to resolve these issues.
You said - "I am unable to set up a Direct Debit payment online for Council Tax"
We did - We reviewed the Customer Journey and have made it more accessible for one off transactions. We have also made our support pages clearer.
You said - "The link to access Specific Planning Applications does not work"
We did - We are working with the Planning Portal to improve Service up-time.
You said - "I am unclear when the bin collections are over Easter and Bank Holidays"
We did - We have improved communications and made sure that the calendar is easily accessible on the website.
You said - "I am unsure of which bins are being collected and when"
We did - We have improved communications and have made the calendar more easily accessible on the website.
Should you wish to leave your own feedback on a particular service you can do so by clicking on the smiley faces to the right of the screen. Customer feedback is very important to us as it helps to shape the services that we provide to our customers.