Other comments

• When considering responsive services and customer care, respondents raise the issue of not knowing how to make a complaint, and fear poorer treatment as a result
• Respondents suggest improving the accessibility of council services, such as through being universally available in accessible locations and by including different languages on printed materials

This table shows key themes mentioned in the further comments about responsive services and customer care. The key themes are:
Not knowing how to make a complaint; fear of poorer treatment as a result
Services should be universally available in accessible locations
Different languages on printed materials
More promotion of the food banks available in the city
‘Who’s who’ list for who to contact at the council on website or in Flagship
More personnel in the council office for face to face appointments
Better information sharing on what is available
Feedback on what is being done / consultation results shared more visibly
Cross-departmental policy making (not silos)
Co-produced services / more community involvement
More equality and diversity training for frontline staff and their line management
Every service should be need/demand based and co-produced
More diverse/representative workforce

“To be inclusive you need a representative workforce that is able to empathize with the lived experiences of citizens from different cultures and backgrounds.”

“The council is difficult to access and is generally unresponsive. Services are almost exclusively geared toward white heterosexual families and children.”

“Test new services/the layout of facilities and events with people who are actually disabled, not people who tell us “we are trained in disability”

“Council should be more open and involved with in the community in person to give the public more confidence in the running of the city in general.”

“Customer care, needs to be focused on all who qualify, not those that shout the loudest.”