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The Royal Borough of Kingston upon Thames
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Housing Benefits - Customer Survey

The Benefit Office is committed to providing an efficient and customer focused service. We set ourselves standards which we aim to consistently achieve and we regularly ask customers who have recently contacted the Benefit Office what they think of the service provided, whether we have achieved the standards we set ourselves and if we need to improve or change our standards.  The standards we set for ourselves are set out below for your information.

The questions below are about the service you received from us. We would be very grateful if you could spare a couple of minutes of your time to answer these and help us identify any areas for improvement. For more information about why we ask questions about Equality Monitoring, please see the link at the bottom of this page.

All responses to this survey will be treated in the strictest confidence and will only be used to monitor our service. Thank you.

Standards for the Housing and Council Tax Benefit Office:

  • To answer the telephone within five rings/15 seconds
  • To process new claims within 25 days and changes within 15 days
  • To request further information within 5 days from receipt of a claim
  • To answer correspondence/emails within 10 working days
  • To ensure that all written items are clear and easy to read
  • To be polite, friendly and treat you with respect
  • To explain things clearly in letters, over the telephone and in leaflets
  • To include in any letter the name and telephone extension of the person dealing with your query
  • To answer your enquiry the first time you contact us

Please indicate how much you agree with the following statements:

The staff were helpful and polite:

I was given clear answers on the phone, in person, and/or in writing which answered my query in full:

If you telephoned or used the Enquiry Desk – I felt that the officer who dealt with me had sufficient knowledge and experience to deal with my query:

If you telephoned or used the Enquiry Desk - the officer gave me his/her name:

In general it was easy to contact staff by telephone:

In general it was easy to contact staff in person:

I was satisfied with telephone service overall:

I felt that you have met the standards you set yourselves:

I was satisfied overall with how my query was dealt with:

 

 

Equalities Monitoring

We have a policy that everyone is treated equally and receives the best service possible. To make sure this is being done, we have to record information about the people who use our services. We can then decide how to make improvements. To help us, please answer the following questions.

Ethnicity: What is your ethnic group?

Disability and Health: Do you have a long-term physical or mental health condition or disability?

What is the nature of your disability, mental health or other health issue?

 

Gender: Are you?

What is your Age?

What is your Religion or Belief?

 

What is your Sexual Orientation?

 

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The Royal Borough of Kingston upon Thames, Guildhall, High Street, Kingston upon Thames, KT1 1EU

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