Newtownabbey Borough Council - Customer Relations: Consultation

In This Section:

Customer Consultation

Listening to Our Customers

In order to ensure that our standards meet the requirements of the customer we will take on board your views and opinions. As a customer you must have the opportunity to influence the decisions that are made on your behalf.

The objective of the Council is to make it easy for customers to convey their views and concerns to us and to make our services more responsive to your needs. If you are happy with or unhappy with us, or the service we provide we want to hear about it.

Continually Improving

We will promote innovation and best practice by setting annual targets for each department, section and individual member of staff and carry out regular performance reviews.

In addition, we will record and analyse all complaints and will advise the Council and the public of these details and how the complaints were dealt with on a regular basis. We will conduct regular customer satisfaction surveys to find out what you think of our services and how we can improve them.

Keeping You Informed

We will provide you with information in the following ways:

The Council's 'SOURCE' magazine.
The Council's website.
Information on display in Council premises.
Provision of a wide range of information leaflets.

Consultation Plan

The following provides information on some of the consultation taking place across the Council on an annual basis. Ongoing feedback is also encouraged from customers via:

1. Council Wide

Comment Boxes.
Through the Council's 'Source' magazine.
Through the online comment/complaint form.
Vehicle livery on all Council vehicles inviting feedback.
The 'Happy or Unhappy' comment cards.
Via online surveys.

2. Leisure Services

User survey at 3 leisure centres every other year.
Ongoing mystery customer exercises on quarterly basis.
Feedback comment cards for all leisure centres.
User forums for each leisure centre.
Percy Patrol swimming lessons feedback.

3. Cleansing Services

The 'Best Value' Council wide residents survey.
Biennial Exit Survey at Bruslee Recycling and Civic Amenity Site.
Mystery customer visits to Bruslee Recycling and Civic Amenity Site.

4. Grounds Maintenance

The 'Best Value' Council wide residents survey.
Survey of users throughout the parks.
Survey of clubs using Council sports grounds.

5. Community Development

Household surveys in Straid, Rathfern and Kings Park.
Sports development survey with individuals and sports clubs.
Summer Scheme feedback from children and parents.
Feedback questionnaires used at all community development events and programmes.

6. Central Services

Feedback comment cards for Mossley Mill restaurant.
Survey of complaints to be completed on an ongoing basis.
Web feedback forms for the Council website
Feedback questionnaires used at all community development events and programmes.