Carer's Allowance Contact Centre

In March 2006, the Carer's Allowance Unit opened a Contact Centre to provide a fast, quality service for customers.

None of the Carer's Allowance phone numbers changed. Calls are now passed to advisors who deal with general enquiries, change of circumstances and complaints and compliments.

The service has grown steadily; now taking calls from nearly 40% of customers, their representatives and other parties.

What do customers think?

Last year’s survey found that customers were generally impressed with the Contact Centre's quality of service. Feedback from the survey has led to improvements on issues such as customers having to explain their situation to more than one person.

A further survey is planned for 2007 to help the Unit continually improve the customer experience.