Satisfaction & performance

Customer Service Excellence 2016/17

Customer Services has retained the Customer Service Excellence award for the 17th consecutive year. The Council has been praised for its approach to customer service including its campaign to involve residents in shaping the future of services.

The Customer Service Excellence standard, which is monitored by the Cabinet Office, was awarded to Sutton after a visit by inspectors in February.

Their report found that staff-customer interactions in the reception area and calls monitored in contact centres "demonstrated the team's overall professionalism", "sound knowledge" and "interactive skills" of the team. "The commitment was displayed from Senior Management levels through to operations front-line staff," it said.

It also singled out the council's Sutton's Future site ( as "an impressive example of how the borough is harnessing the website to improve consultation practice in line with new technology."

Read the full report.