Audit Commission

Northampton residents get 'fair' access to services provided by the Borough Council and there are 'excellent prospects' for this to improve, according to an independent report released today by the Audit Commission

On a scale from zero to three stars the Audit Commission inspection team gave the Council a 'fair' one star rating for the way it enables people to access its services. It is working constructively with other organisations, such as the police, in its One Stop Shop in the Guildhall. It is also using new technology to improve access, and is trying to reduce costs. However, the quality of access is variable and residents are not told what level of service they should expect.

Nigel Toms, Audit Commission senior manager, said:
'Northampton Borough Council is working hard to make sure that residents can access the services they need, whether provided by the Council or by others such as the Citizens' Advice Bureau. Staff are trained to help customers and can adjust their approach to meet special or individual needs. There is a continuing focus on reducing costs and the Council has detailed plans to continue improving access.'

Strengths include:

• Front-line staff are trained to help customers and use new technology to deliver services to residents
• The One Stop Shop works well with the police, Northamptonshire County Council and the Citizens' Advice Bureau to provide access to a wide range of services
• The Council makes value for money a priority and always expects services to be provided as efficiently as possible
• Good plans show how access will be improved in ways that customers have asked for Weaknesses include:
• There are no published customer service standards available to the public to tell them what service they should expect
• Feedback from customers is not always used effectively to develop improved access to services
• Residents do not feel well informed about council services and there is little publicity to tell them how they can access specific services

Recommendations include:

• Publishing customer service standards so that residents will know what service they can expect;
• Ensuring that there is effective communication with the community
• Using feedback effectively to help develop services

Notes to editors

1. Access to services is applicable to all councils and all council services. It is about focusing services to meet the needs of all sections of the community and to improve outcomes for all. An accessible organisation places the customer at the heart of service delivery. It knows what local people want and has organised itself to deliver this.
2. Most customer-facing services in Northampton can be accessed in person through the One Stop Shop at the Guildhall or at Cliftonville House. Most of these services can also be accessed through the telephone contact centre. For other services, residents need to contact individual departments at the Council
3. The Audit Commission is an independent watchdog, driving economy, efficiency and effectiveness in local public services to deliver better outcomes for everyone.
4. Our work across local government, health, housing, community safety and fire and rescue services means that we have a unique perspective. We promote value for money for taxpayers, auditing the £200 billion spent by 11,000 local public bodies.
5. As a force for improvement, we work in partnership to assess local public services and make practical recommendations for promoting a better quality of life for local people.
6. Further details about the role of the Audit Commission can be obtained from - http://www.audit-commission.gov.uk