Council welcomes positive performance survey results

Highland Councillors have welcomed  the generally positive results from its annual performance survey, which attracted a 52% response rate from the 2,300 strong Citizens Panel.

The key results are that 83% of respondents are satisfied with Council services; 90% find it easy to contact the Council; 70% of requests are felt to be dealt with on the first point of contact and 63% feel very or fairly satisfied with information provided.

The top five most important services continue to be (in rank order) roads repairs and potholes; winter road maintenance; refuse collection; recycling facilities and primary school education.

In terms of the qualities the public seek from the Council, the top five consistently are that the Council maintains good quality local services; provides value for money; listens to local people; is efficient and is aware of people’s needs.

The results will help the Council identify areas for improvement, including implementing a new Complaints Policy and continuing the office rationalisation programme, ensuring customer services are more accessible to people with disabilities and that the public is award of the extended opening hours at the Service Centre for telephone enquiries.

Leader Councillor Drew Hendry highlighted the importance of consulting on an annual basis with the public, through the Citizens Panel, to ensure the public’s priorities are mirrored by the Council in their police making and decision taking.

He said: “The survey helps to identify where services are performing well and where improvement activity should be focused in the Council.  I am very pleased that the Council is viewed as maintaining good quality local services and that Highland communities are regarded as safe and generally good places to live in.”