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Improving Customer Access to Services - 31.07.09

Sutton Council is introducing a series of measures to improve customer access to services and boost already high customer satisfaction levels. These include giving residents who call our call centre instant replies to their questions, longer call centre opening hours and a new online booking system for sport activities in the borough.

A recent survey by the Customer Services for London Group rated Sutton's contact centre top in customer satisfaction for Council Tax and Housing Benefit services and our Civic 'One Stop Shop' second out of 16 participating London boroughs.

We want to improve further and we are now providing our receptionists and call agents with greater access to information on planning applications, parking penalty notices and Blue Badge (disability parking) applications. This means customers will be able to have instant replies to queries instead of waiting for the relevant service areas to call them back.

From Monday 3 August, our Revenues and Benefits Contact Centre (020 8409 7100) will also be extending its opening times to 8am – 8pm Monday to Friday.

Booking sports activities in the borough has never been easier. You can now book a football pitch and see what football pitches are available in the borough and when by visiting our website Over the coming months, the online booking system will be extended to other sports facilities and to enable residents to book appointments for other services, such as housing benefits.

Resident Wayne Francis said: "The booking system was actually very simple to use. The 6 steps were very easy to follow and having the calendar facility to check the dates was also good to have. Definitely a winner and I will use it again."

Cllr John Drage, Executive Member for Resources said: "We are constantly striving to improve customer access and boost our already high customer satisfaction levels. These improvements show how committed we are as a council to give residents better access to our services and to continue to provide them with excellent customer service."

Last updated: Monday, 15 November 2010

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