Customers are getting 'fair' access to the services provided by the Borough Council of Wellingborough and there are 'promising prospects' for improvement, 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 service a 'fair' one-star rating. The Council has a variety of methods through which people can contact the council, making services easier to access. The Council is developing effective arrangements for consulting, engaging and communicating with local people.
Nigel Toms, Audit Commission senior manager, said:
'The Borough Council of Wellingborough has made a number of improvements to how local people can access its services. It has several strengths: most customer enquiries are dealt with at the first point of contact, and there is a high level of customer satisfaction. However, it has still to fully understand and respond to the needs of the different communities in the area. And some clear service standards would help the public to better judge if they are getting a good service from the Council.'
Strengths include:
- The Council has a number of contact methods for people to use, making its services easy to access.
- Some methods are targeted at particular groups such as people with disabilities, young people and offenders.
- A stronger focus on improving customers' access to services.
- Adequate funding is available to deliver improvements, including planned investment in new technology.
- The Council is setting up mechanisms for engaging with local people and learning from what they say.
- It has established an effective performance management framework to oversee improvement.
Weaknesses include:
- The Council does not have a good understanding of the specific needs of all its communities.
- It only has limited information about the people who use its services.
- Not all services let customers know what level of service they can expect, nor if those standards are being met
- The Council needs to do more work around learning from customer feedback.
Recommendations include:
- Drawing up formal plans to further improve access to services.
- Publishing customer service standards for key service areas.
- Implementing the planned improvements to telephone and IT systems.
Notes to Editors
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.
The Audit Commission is an independent watchdog, driving economy, efficiency and effectiveness in local public services to deliver better outcomes for everyone.
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.
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.
For further information, or for an embargoed copy of the full report, please contact:
Eric Ludlow, Regional Communications Manager (Central)
Tel: 0844 798 4183
e-Mail: e-ludlow@audit-commission.gov.uk