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We strive to improve our service at every opportunity and are always very keen to hear from you.

We would like to show you some of the changes we have made based on the feedback you have given us.

Customer Service and Facilities

You said we did Part 1

Customer made a private hire booking in one of our Pavillions when they collected their keys they complained about the confirmation email, not containing enough information.

You said “the confirmation emails for pavilion hire needed to include more information”

We: Changed our confirmation emails to include, the date/time and address of the pavilion

Customer Service and Waste

You Said We Did Part 2

An assisted collection customer on reported that their bin was repeatedly missed because the crew didn't realise they were on an assisted collection.

You said "Make it clearer that my bin is part of the assisted collection scheme"

We: Put stickers on bins of all customers that are part of the assisted collection scheme. This helps the crew identify people that are part of this scheme and reduce missed collection reports

Customer Service and Repairs

You Said We Did Part 3

Staff advised that they were receiving multiple calls from residents regarding damp, staff were unsure what advice they could provide to residents.

You said "We want you to give us better advice about how to manage damp in our properties"

We: Trained our Customer Service Officers in preventative measures for damp and created an FAQ sheet for staff to use

Customer Service and Licensing

You Said We Did Part 4

Taxi drivers have to go to the Customer Service Centre to have their taxi driver and vehicle applications processed. Many of those taxi drivers live outside the borough and would prefer to apply online.

You said "We want to be able to do our taxi licence applications online"

We: Introduced an online taxi driver and vehicle application process

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