Improving Services Through Listening to People

• Council Advice Services expanded local outreach and digital inclusion planning after feedback showed that some residents found it difficult to access advice through central or telephone routes. CONNECT outreach venues, community iPad access proposals and more flexible approaches are now helping residents access benefits, debt, energy and Scottish Welfare Fund support more easily. This helped contribute to a 38% increase in household financial impact through benefit and income gains. 

• Feedback from BME communities and faith groups identified the need for stronger involvement including anti-racism learning, and increased opportunities for community participation. In response, 12 Community Cohesion actions were incorporated into the Equality Mainstreaming Action Plan 2025-2029.   

• Young people in Lochee identified safety concerns around an unlit path beside Tesco on South Road. This led to the installation of two new streetlights, improving a local walking route and supporting safer, more accessible active travel. 

• Improvements to Community Regeneration Fund guidance and application forms followed applicant feedback that the reserves policy was unclear and out of date. The policy was reviewed and clearer guidance was added to online forms. 

• Residents at Dallfield Multi-Story Development helped shape a multi-agency response to antisocial behaviour, poor communal areas and lack of support. Actions included resident engagement, support services on site, improved communication, security changes, basement gating, stairwell painting and additional cleaning, resulting in improved safety and resident confidence. 

• Customer Services introduced a Council Tax change of address form after customers said they wanted to notify other Council services at the same time. The new form captures the services customers want to update and notifies them directly, reducing repeat contact and calls to other service areas. 

• Glebelands Primary School’s green space work has been shaped by feedback from children, families and partners. Activity includes the Wee Forest, school garden, greenhouse, raised beds, outdoor learning resources, and plans for family learning and growing spaces, supporting environmental awareness, outdoor learning and greener community spaces. 

The council details the process every year on a special webpage here   

Councillors will also hear that regular reports on complaints, which are submitted to the Scrutiny and Audit Committee give further evidence of how customer feedback is used to identify service improvements, by learning from complaints and preventing the same issues recurring.  

The City Governance Committee meets on Monday September 21.