Focus on customer service at Charnwood Borough Council

The Borough Council has made great strides in the last three years to deliver even better customer service, under the guidance of Cllr Jenny Bokor (Cabinet Member for Customer Service, Revenue and Benefits). As a result, the Council now wins a number of national Customer Service Excellence Awards, which recognises the first class experience our residents ie customers receive when they walk into reception for advice and support or telephone our Contact Centre with issues to be resolved. These rewards are the result of actually asking our customers how happy they were with the service they received, not just deciding themselves that they are doing well !! The Council now consistently achieves a 95% satisfaction rate. This same ethos around providing an excellent service has been  promoted across all the staff at Charnwood and the Conservative Leader, Cllr David Slater is determined that the Council as a whole is “customer focused” in everything that they do and “quality driven”. One of the reasons, to bring back in-house the management of the Council’s housing stock, was that their customers and tenants were surveyed and asked for it to happen. The Conservation Administration at Charnwood listened to their customers