Customer insights

We have been tracking how we've been doing and our key insights to help us make a better Redbridge for you.

 

You've told us, we've listened

Customer compliments and complaints provide valuable information on what we can improve and how we can do better. We are sharing some of this data with you so you can see how we're doing and how we're improving.

April to July 2020 Compliments. Compliment of the month: I sent an email few weeks ago to express my gratitude and to say thank you to your refuse collection team who has been working selflessly during lockdown to keep our streets clean. I have seen them coming to our road before 5am and working tirelessly. We recieved 67 compliments between april and july 2020

april to july 2020 performance. 77% of complaints were answered on time.

april to july 2020 decisions. 28% of complaints we investigated for this period were upheld. This compares to 33% last year.

April to july 2020 service improvements. In this period we provided 25 satisfactory remedies or service improvements for complaints that were upheld. Some of the satisfactory remedies we have provided or agreed to provide includes: we have provided an apology where the service did not meet standards. We reviewed and updated our internal procedures to improve service delivery. We have arranged training for staff. We have revised the information on our website and literature to make things clearer. We have agreed to undertake a reassessment of any application for a service.

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