Decision - Annual Customer Insight Report 2021/22

Brighton and Hove Policy & Resources Committee Decided 7 Jul 2022 for determination GET /api/coverage

Decision maker

Policy & Resources Committee

Report author

Rima Desai

Published

7 Jul 2022

Reference

6656

As published

the council's own words, unedited

The annual Customer Insight Report giving information about the customer experience of those contacting or using council services in 2021/22.

RESOLVED : That the Committee noted the Customer Insight Annual Report for 2021/22 as set out in Appendix 1 and provides support and challenge to officers to further improve customer experience and customer satisfaction with the council.

Parsed from the document

gpt-5.6-luna-2026-07-09 · 10208/1003 tokens · 8863ms · parsed 9 Sep 2026 11:40

Everything below was read out of a PDF by a model It is useful and it is not authoritative. The document it came from is linked in the rail, and where the two disagree the document is right.

The report reviews customer satisfaction, complaints, contact volumes and equality data for users of Brighton & Hove City Council services during 2021/22. It identifies areas for improvement and sets out planned council-wide and service-specific actions to make services more accessible, responsive and effective.

Recommendation

To note the Customer Insight Report 2021/22 and take forward the planned council-wide and service-specific improvements described in it.

Financial impact

none stated

Ward affected

city-wide

Date in document

8 Jun 2022

Stakeholders named

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ResidentsVisitors to the cityBusinessesStudentsService users and their representativesCouncil tenantsLeaseholdersPeople with disabilities or long-term health conditionsChildren and familiesCouncil staffPublic, private, charitable and community organisations

Next steps

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Review the accessibility and usability of customer service centres.
Modernise self-help facilities and review customer service centre signage.
Explore additional community access points across the city.
Continue improving digital services, including upgrading MyAccount and expanding online forms.
Implement the planned service improvements for Adult Social Care, Benefits, Children’s Services, City Environmental Management, Council Tax, Housing Needs, Housing Management, Housing Repairs, Parking, Planning and Transport.
Continue monitoring customer satisfaction, complaints, contact volumes and other performance measures through the annual Customer Insight Report.

Precedents

not built

"Decided elsewhere" is not built Finding the same decision in other councils needs semantic matching over decision text, which is part of the search rewrite. Until then, the council's own decisions list is the way through.