Council Conducts Survey to Improve Benefits Service

North Norfolk District Council wants to find out what local people think of its benefits service so further improvements can be made.

In August, a short questionnaire will be sent out to a sample group of residents who applied for housing and/or council tax benefit in June or July. A similar questionnaire will be sent out in January to many of those who apply in November and December.

The 20-question survey form, which will take only a few minutes to complete, asks applicants (whether their claims were successful or not) how they rated the service they received. The Council wants to know, for example, if members of the benefits staff were friendly and efficient, and if the claim forms and any accompanying letters were straightforward and easy to understand. Applicants will also be asked how they think the overall benefits service could be improved.

"The benefits team is keen to provide the best possible service, and in the last year or so we have introduced a number of improvements, including offering a late evening service and town surgeries to help those who cannot easily get to the Council offices during the day," said Maureen Wells, Business Support Officer in NNDC's Revenues section. "This extensive survey, which we carry out every three years, will help us identify any area of weakness - and then we'll take immediate action to put things right."

The two-part survey will be conducted on the Council's behalf by MORI, one of the largest market research companies in the UK. Applicants will be chosen completely at random and their answers will be treated in strict confidence.

For more information about the benefits survey or service, please contact Maureen Wells on (01263) 516116.

ENDS