You Said, We Did…

Our Values include listening to our customers and caring about what you tell us.

Please use our online form to tell us your comments and suggestions on how we can improve our services:

Comments and Suggestions ›

Here are some examples of the changes we have made to the way we do things as a result of your feedback:

Council Tax. You told us that you found the annual bill confusing. We published a new web page called ‘Council Tax – Explaining your Annual Bill’ to help with this. We also simplified the information on the back of the bill to be clearer.

Leatherhead Leisure Centre. You told us you would welcome new and improved leisure services particularly at Leatherhead Leisure Centre (LLC). We have been working closely with our new partner GLL – who operate under the ‘Better’ brand – to resolve some long-standing issues and make improvements such as new air conditioning and a new steam room which is due to open in May. We are also planning to refurbish the gyms, fitness areas and changing rooms at both LLC and Dorking Sports Centre later this year.

Allotments. You told us it was difficult to identify which plot is which and that when issues arise it can take too long to address them. All plots are now being numbered and we are introducing a new secure system to improve communication and reduce the time taken to process problems.

Cemetery. You told us you were concerned about the lack of available plots at Dorking cemetery. We have carried out a thorough review and created 76 new plots by removing redundant pathways.

Electric Vehicle Charging. You told us you need more charging points available for public use. We are working with Blink Charging to install 90 electric vehicle charge points in ten car parks across the district.

Benefits. You told us that when you have a Power of Attorney (PoA) you are not always sure how to use it. We are improving the way we process this information by asking you about PoA up front when you start a Benefits claim. We are also working with specialist housing providers to improve our handling of PoA to make it easier for us to support you.

Social Housing. You told us it would be helpful to understand more about where and how often social housing is offered. Our Home Choice website now includes a monthly statistics page to show customers how many social housing properties we have advertised on our housing register including the area they are situated.

Website. You told us that our website was not always easy to navigate. We have launched a new site at that has an improved layout, fast navigation and with information that is clearly presented to provide a better user experience.