Cornwall Council has asked us to seek your views on their efforts to improve the customer experience for vulnerable customers.

They say:

We are trying hard to improve customer experience and meet the commitments in our Customer Service Promise. As part of this work, Councillors recently discussed how we can make our service delivery more inclusive for people whose circumstances make it difficult to access services and represent their interests as service users. Councillors have approved in principle the adoption of a Vulnerable Customers Policy and asked that it be shared with groups working with or representing people experiencing vulnerability, so that your feedback can be taken into account.

Thank you very much in advance for your help, and I look forward to hearing your general comments by the end of April. We will then be able to finalise the policy and get on with using it to start improving customer experience. There are likely to be future opportunities to comment on specific proposals developed by services in response to the policy, which is very much a starting point.

The draft policy is based on best practice from regulators in the utilities and financial services sectors, and has led to improvements in the experience of their customers. We are very much hoping that adopting the Policy can have a similar effect for us – helping us to challenge our existing business practices and policies, and make changes to deliver better customer experience where appropriate.

The draft policy is about customer experience of all services, including but not limited to services specifically for residents who need some sort of support or service due to their personal circumstances, such as Adult Social Care, Benefits, Clinical Waste Collection or Blue Badge.

If you have any questions or general comments about the policy, or would like to give feedback from your knowledge and experience of issues faced by vulnerable residents when they are using Council services, please let me know.

Kind regards,
Judith Field
Customer Standards Lead
Cornwall Council – Konsel Kernow
Phone: 01872 322982
Email: judith.field@cornwall.gov.uk
Address: Cornwall Council, Room 4s, New County Hall, Treyew Road, Truro, TR1  3AY

Click to download the Cornwall Council Vulnerable Customers Policy