Responding to customer queries about their benefits is a major challenge for any council – and according to a respected local authority benchmarking test, Luton does it well.
Each year the performance of our customer services team is measured against 13 London boroughs, and this time Luton has topped the table.
Every month we receive around 15,000 customer calls about benefits. A mystery shopper programme checks on the efficiency and professionalism of our responses.
Cllr Robin Harris, Executive Member with responsibility for customer service, said: “We are measured against local authorities with a similar customer base to our own, so it’s a realistic test of our capabilities. I was pleased when we managed third place last year. But this year’s results show we have managed to improve our service to customers even further.”