News

An Audit Commission report published on Thursday which looked at how easy it is for customers to access local authority services says that Shepway District Council needs to have a clearer picture of who uses its services.

However there was more positive news, with the report saying the council’s strengths included:

Customer focus is an important, cross-cutting theme for the council and is reflected in its corporate and community strategies

The council’s One Stop Shops and street scene customer services team provide easy access to services.

There have been very recent improvements, like the easy-to-use website and changes to the Civic Centre.

But the audit report not only says the council needs to have a clearer picture of who uses its services, but it does not have an up-to-date profile of the local community.

It is also critical of its equalities agenda and the report says it should make more progress.

The council was only rated at ‘fair’ by the Audit Commission.

To help the service improve inspectors said the council should develop a longer-term access/customer service, improve its understanding of different needs of people in the community and make some elements of services more accessible – like simplifying the waiting system, improving disabled access and reducing the time it takes to process benefits applications.

Cllr Pamela Carr, Cabinet Member for Customer Services, said she was pleased that the council’s strengths had been recognised.

“We want to deliver good and reliable services and to ensure that these services are available to everyone.

“The inspectors have said that our prospects for improvement are uncertain. We are already addressing this and have reduced the time it takes to process benefits applications.”