Benefits Service Advice Agency and Community Groups satisfaction survey The Benefits Service over the last year has made a number of changes in order to improve the service we deliver to both you and your tenants. Taking these into account how would you rate the service received now to 18 months ago Q1 The Benefits Service over the last 18 months has made a number of changes in order to improve the service we deliver to both you and your clients. Have you noticed any improvements? (Tick one box please) The Benefits Service over the last 18 months has made a number of changes in order to improve the service we deliver to both you and your clients. Have you noticed any improvements? (Tick one box please) Very noticeably better   Noticeably better   No real change   Slightly worse   Significantly worse Q2 Taking your response to Question 1 into account, how satisfied are you with the service received? (Tick one in each line) Speed of service in dealing with claims Very satisfied   Fairly satisfied   Neither satisfied nor dissatisfied   Fairly dissatisfied   Very dissatisfied   Speed of service in dealing with queries/appeal           How enquiries are dealt with           Helpfulness of staff           Accuracy in determining claims           Overall how satisfied are you with the service we provide         Q3 The Benefits Service has a Service Level agreement with Advice Agencies; how do you feel this is working between the 2 organisations is working? (Tick one box please) The Benefits Service has a Service Level agreement with Advice Agencies; how do you feel this is working between the 2 organisations is working? (Tick one Box please) Very effective   Fairly effective   Neither effective nor ineffective   Not very effective   Not effective at all Q4 How do your clients view the service that is provided by the benefit team in your office? (Tick one Box please) How do your clients view the service that is provided by the benefit team in your office? (Tick one Box please) Very effective   Fairly effective   Neither effective nor ineffective   Not very effective   Not effective at all Q5 The Benefits Service is moving to a more generic role within a new new department, Resident Services, to work closer with colleagues in Council Tax and Parking Permits (responsible for blue badges, permits and freedom passes). Given this move, which we aim to implement in April 2008; what changes would you like to see? Q6 The Council wants to improve the service it delivers to its key stakeholders and residents even more and welcomes your input and ideas. How do you see this happening, is there anything else that can be done to provide an increased holistic service and how can we work closer with your organisations to make this happen? Q7 So that we may contact you in the future on other benefit matters please supply your Name, Address, Telephone number and Email address. (Write in below) Thank you for taking the time to complete this survey

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