Customer Access Strategy Consultation Questionnaire Survey

We have developed a draft Customer Access Strategy to help improve our customer service and make it easier for customers to access our services. We want the views of our customers on our proposals.

This questionnaire should only take about 10 minutes to complete. Some of the questions have a range of options to choose from with opportunities to give your views. Please give us your opinion by ticking the relevant boxes that apply to you.

We would like your views on our proposed customer access strategy and the areas that we have chosen to focus on in order to achieve our vision. The questions below centre on these areas such as developing digital services, how you access the internet and how you would like us to improve your experience when using our services in the future.

Area 1: Developing effective digital services which meet the needs of our customers.

Our Proposal: Make more of our services available online (either through the websites or digital means)

Q1.1. What is your view on our aim to make more of our services available online to our customers?

Q1.2. Please use the comments box below to provide any comments that you have about this proposal including any key factors you think we should consider when making changes:

Q1.3. Thinking about the main reasons why you contact us at the moment, please tell us what services and/or information you think we should provide for customers online:

We want to make sure that our websites are informative and easy to use so that customers can use them to answer queries that they have and get information that they need.

Q1.4. Have you ever visited one of our websites?

Yes

No (go to Q1.8)

Can't remember

Yes

No (go to Q1.8)

Can't remember

Q1.5. If you have visited one of our websites, what did you use the website for?

Q1.6. If you have visited one of our websites, how easy or difficult was it to find the information that you needed?

Q1.7. If you have any ideas on how we can make our websites better and easier to use, please write these in the comments box below:

Q1.8. If you have not visited one of our websites before, what is the main reason for this?

Q1.9. What would encourage you to contact us using our websites / digital means?PLEASE TICK ALL THAT APPLY

Other (please specify)

Q2.2. If you have online access/ access to the internet, what do you mainly use the internet for? PLEASE TICK ALL THAT APPLY

Send and receive emails (communicate)

Use social media (Facebook, Twitter, Skype etc.)

Use search engine for browsing and finding information e.g. Google

Fill out online forms

Internet banking

Shopping

Health appointments

Other (please specify)

Q2.4. How confident are you with your current skills for using the internet?

Very confident – I can do everything I want to do

Fairly confident – I can do most things I want to do

Not very confident – I can’t do many things that I would like to do

Not at all confident – I can’t do most things that I would like to do

Q2.5. If you are not very confident with using the internet, how would you prefer to develop your internet skills? PLEASE TICK ALL THAT APPLY

With the help of a family member

With the help of a member of council staff

With the help of a friend

A formal training course e.g. at a college

With the help of a carer

With the help of a volunteer in a community group

Other (please specify)

Our Proposal: Once we have more services available to customers online we want to encourage more of our customers to contact us using our websites and other digital means, rather than using more traditional methods such as telephone.

Q2.6. What is your view on our proposal to encourage more customers to contact us and access services through our websites and other digital means rather than telephone?

Q2.7. Please use the comments box below to provide any comments that you have about this proposal including any key factors we should consider when making changes:

Area 3: Improving the customer experience across all access channels
We want to improve the customer experience of accessing information and services across all of the channels that we provide.

Q3.1. How do you usually contact us? PLEASE TICK ALL THAT APPLY

Other (please specify)

Q3.2. Please use the comments box below to write any suggestions that you may have about how you think we could improve the customer experience of contacting us by the channels that you most use.

In late 2018 the Council and its partners including Barnet Homes will move out of Barnet House. When we relocate our face to face services from Barnet House, we plan to introduce an appointment system for customers. This will mean that customers will need a pre-booked appointment in order to access our face to face services. Some customers will not be required to make an appointment before visiting us because of their individual circumstances. This will include those customers who need additional support e.g. because of a disability and/or those customers who have an urgent need to speak with us e.g. because they are at risk of becoming homeless imminently.

Our Proposal: To require customers to make a pre-booked appointment for a face to face appointment, except customers requiring additional support (i.e. they have a disability) or those with a very urgent need (e.g. at risk of imminent homelessness)

Q3.4. What is your view on our plan to introduce an appointment system for face to face services?

Q3.5. Please use the comments box below to provide any comments that you have about this proposal including any key factors we should consider when making changes:

Other focus areas and activities

Q4. Please use the comments box below to outline any other areas or activities that you think The Barnet Group (Barnet Homes, Your Choice Barnet, Assist or Let2Barnet) should focus on in order to improve how customers can access the information and services that they need from us.

About you

Q5.1. Are you responding as a:

Barnet Homes tenant

Barnet Homes leaseholder

Barnet Homes Housing Options/ homelessness advice customer

A landlord working with Let2Barnet

Your Choice service user/ parent or carer

Assist customer

Welfare Reform Taskforce customer

Other including a voluntary/ community organisation

Q5.2. If you ticked ‘Other including a voluntary/ community organisation’, please provide information in the comments box below:

Q6.2. Does anyone in your household have any long-term illness, health problems or disability which limits their daily activities or the work they can do, including any problems which are due to old age?

Yes

No

Don't Know

Yes

No

Don't Know

Thank you for taking the time to complete our consultation questionnaire. If you have any questions about our customer access proposals or you would like to provide any further feedback about them, please call us on 0800 3895225 or email us on Talk2Us@barnethomes.org

Confidentiality
This survey does not collect personal data, however, the answers you provide will be used by Barnet Homes and our parent company, The Barnet Group, to improve the services we offer and we may share this information with our partners for the same purpose. By answering these questions you give us permission to do this.

Further information about how Barnet Homes manages personal data can be found at: http://thebarnetgroup.org/bh/about-us/privacy-policy/