Council trying hard to please its residents

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Chorley is stepping its efforts to reduce complaints about the authority.

The council is having to try harder to keep disgruntled residents happy.

It set itself a “challenging” target of a 20 per cent customer dissatisfaction rate.

However, that target is not being met and is consistently “well above” the level.

The highest number of complaints were about waste/bin collections.

However, the council said this reflected the high volume of customers for this service and is in proportion with the performance of other council services.

The council’s overview and scrutiny committee will be told in a report on Thursday that although the target was a challenging one, “it had been set to reflect the council’s


The biggest dissatisfaction cause was customers not receiving a response or at least not in a timely manner.

Coun Alistair Bradley, Chorley Council leader, said: “We deliberately set ourselves a challenging target because we wanted to make sure that we improve the service we, as an organisation, provide to the residents of Chorley.

“The previous administration had concentrated on constantly quoting satisfaction levels as being questionably high and therefore it was assumed by them that everything was hunky-dory.

“We challenged that by setting up new measures to specifically identify what people were not happy with, and it is perhaps no surprise that we have now got the evidence to say where we need to improve our performance.

“This is what we can now start doing. Hopefully these changes will see even higher levels of overall satisfaction, as this measure is only a small part of the wider customer satisfaction survey which shows the overall satisfaction of residents in Chorley borough has increased by 13 per cent over the last few years.

“We are one of the few councils nationally being honest enough to ask residents exactly what we can do better.

“We hope residents prefer a council that invites appraisal both for good and bad, but which also works hard to improve and deliver the best service possible.”