Case studies

Colchester Borough Council found using plain English in letters to residents improved response and resulted in fewer calls to the council.

Colchester Borough Council found most calls to its Council Tax and Benefits team did not result in a service request because information sent out confused customers.

Wigan Metropolitan Borough Council increased early payments for council tax received by 10 per cent when it redesigned its reminder notices.

Colchester Borough Council recognised that to change customers' behaviour, the organisation needed to develop new behaviours first itself.

Wealden District Council more than halved the average time between its first letter and contact by redrafting letters sent to tenants with rent arrears,

London Borough of Lewisham's customer insight work showed how fragmented services could be unsatisfactory and frustrating for both residents and council.