Annual customer feedback report

Why we’ve said sorry and what we’ve done as a result

We issued 16 apologies this year.

This was an increase on 2021/2022 when we issued 14. Below is a summary of why we apologised, and the actions we’ve taken as a result to help improve our services.

What you said and what we did
Why we’ve said sorry What action we’ve taken
Poor communication by building control. We’ve delivered staff training.
Apologies were issued about long call wait times. We’re boosting staffing in the customer services team, and we’ve launched live chat.
Email not logged on system correctly by planning. We’ve delivered staff training.
Apologies were issued in relation to missed bins and poor communication around excess waste. We’ve improved our website content.
Slow response by council tax team. We’re boosting staffing in the team through better use of external funding.
Apologies were issued in relation to slow and poor communication by housing team. We’ve boosted staffing in the team through better use of external funding.
Inaccurate planning condition. We delivered staff training on planning conditions.
Waste bin stickers did not contain enough information. Our communications team will consider this in future communications/bin stickers.
Length of S106 process. We’re carrying out a review of our s106 processes.
Planning notification letters were not issued. We’ve addressed the issue with printers and put in place new requirements in the council’s new print contract.
Handling of planning application at committee. A review of the process is underway as part of a wider planning review and further training has been delivered.
Apologies were issued about the attitude of staff in housing. Staff training and call recording is being rolled out, so customers and staff have access to recordings so we can continually review the standards of care we provide.
Slow communication by planning enforcement. Team has faced resource issues, due to the departure of officers. We’ve reviewed salaries and recruitment is underway.