We are required to carry out a survey of benefit applicants every three years to measure the level of satisfaction and ease of accessing the Benefits Service.
The latest survey was carried out during the autumn of 2006 and early in 2007. 1,403 claimants responded to a postal survey, and in summary, the findings were:
Overall, 80% of residents were satisfied with the service that they received.
87% of claimants have contacted the benefits office directly either by visiting or telephone. 81% were satisfied with the way they could make contact.
79% agree that it is easy to get to the benefits office and satisfaction with the service received was high (78%). Some claimants asked for more convenient opening times, improved seating and waiting times.
Of those who telephoned 73% were happy with the service, and 71% felt that their enquiry was dealt with quickly.
90% agreed that staff were friendly and 80% felt things were explained in a way they could understand.
63% were satisfied with the claim form but most found it difficult and time consuming to complete.
71% of residents were satisfied with the time taken to sort out their claim.
The next survey will take place in 2009.