Here are some interesting statistics and examples we have received from satisfied customers about our service.
In 2008 we received 218 compliments. These came in either by;
- email,
- letters,
- thank you cards,
- surveys.
A large number of these compliments included ones from the customer survey form about our home visiting service.
Out of 1,152 surveys issued, 218 returned to us. 85% of these had favourable comments on them.
Customers thanked us for being helpful and said that we were able to answer their questions. Others commented that we had been understanding and had put their mind at ease.
Compliments received
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We visited a lady to help fill in her form,
“This lady (our visitor) has opened the door for us to begin living our lives instead of struggling every week. Thank you very much indeed”
As a result of this visit we also helped her claim Carer's Allowance this meant an extra £50.55 per week.
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Another commented,
“I thought the visitor was more than helpful in my circumstances. After their comments, I feel more assured, she was 1st class.”
In addition to Council Tax benefit the customer was awarded a further reduction to her bill as he was disabled.
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Another said
“She (visitor) was brilliant, explained everything thoroughly, didn't rush and sat and listened to all my comments.”
We also arranged an appointment for her and she was awarded Disability Living Allowance and Carer's Allowance amounting to £117.55 per week.
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Another,
"You dealt with my enquiries in a most efficient manner which was of a very high standard. I was very much at ease and was treated as an equal. I was very much elated and the girl made my Christmas. You have restored my faith in Human Nature”
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We helped one man who was trying to sort out his mothers affairs,
”My mum has had a stroke and I had to deal with all her paperwork, he (visitor)was so helpful and I could only thank him for his help when I was trying to find her paperwork. Thanks again"
- One lady whose husband had recently passed away,
"Thank you for this visit at this sad time, it was most helpful having things explained in my own home”
We also arranged for her to claim Bereavement Allowance of £90.70 per week
Comments like the one below re affirm that we should continue to offer our visiting service:
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One man saw our article in Borough Life and had asked for a visit to see if he could claim,
"Very obliging lady. Any question asked she would find an answer or fing out from a colleague. If everybody could be as helpful and have the time to talk to you and explain things which us older people do not comprehend, as this lass did, my wife and I would be most thankful."
As well as full Housing and Council Tax benefit, we arranged for them to claim Disability Living Allowance of £91.60 per week and Pension Credit of £34.12.
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Another,
"Me and my family are novices at the benefits system and sometimes through our own ignorance and the lack of co-operation by some people and other departments are left to feel lost and alone".
- We sent one of our visitors to help and they later commented,
"You helped us greatly by filling in all the relevant forms pertaining to our predicament, you have made this bewildering process more bearable, please pass on our thanks".
