APPENDIX 2 Neighbourhood Advice and Information Service - Consultation Feedback Report Feb 2016 Lloyd Crooks Birmingham City Council Page | 1 APPENDIX 2
[email protected] Contents: Content: Page(s) Executive Summary 2-7 Introduction 8 Methodology 9-11 Assumptions and Constraints 11 Key Findings 11-12 Equalities 12-13 Conclusion 13 Appendix A Consultation brief 14-16 Appendix B Questionnaire 17-18 Appendix C revised Questionnaire 19-20 Appendix D link to excel document with 21 all data Page | 2 APPENDIX 2 1. Executive Summary: 1.1 The public consultation was to seek users views in relation to the Neighbourhood Advice Service, it is proposed to provide specialist advice over the phone so that more issues can be resolved in this way whilst protecting face to face appointments for the most complex of situations or people who are most vulnerable. 1.2 It is also proposed to deal with a greater proportion of housing benefit and council tax enquiries over the phone. For other advice queries it is proposed to call people within 2 hours of contacting them to offer specialist advice over the phone and then, only if the situation deems it appropriate, offer a face to face appointment. 1.3 The proposed future service would offer general face to face appointments at 5 locations in the city (Quinton, City Centre, Saltley, Erdington & Northfield) and a further two locations at Letting Suites for council tenants (Ladywood & Sparkbrook). The service is also seeking to deliver advice in partnership with a range of other advice organisations in the third sectors.