We listened, we acted content Here are some examples of changes we have made to Council services in the past year after listening to our customers and service users: Improved Co-ordination Lead Professional Model being implemented to provide a more joined-up service to homeless people. Housing and Communities services brought together to enhance joint working in neighbourhoods Follow-up action to emergency repairs reviewed, to ensure that further work required is logged and done in a reasonable timescale. ABC (all bus companies) integrated travel ticket introduced. Improved Communication Simplified paperwork given to residents about External Wall Insulation, including pictures, examples of work and explanation of jargon. Frequently Asked Questions leaflet produced on External Cyclical Maintenance, reducing need for customers to phone for clarification. Home School Communication Group established to ensure communication from Kingspark meets the needs of parents/carers. Website with Twitter feed introduced by Tayside Procurement Consortium to give businesses more information on contract opportunities. Information provided by Protecting People in other languages on who to contact if concerned about people at risk of harm or neglect. Home Care systems designed to alert organisers if carer has not visited service user at the time expected. Improved Design of Services Parentpay deployed, letting parents pay online for school meals and trips. New queue management system introduced at Dundee House and East and West District offices. New behaviour management system being developed to support pupils with complex needs. Social 'drop-in shop' introduced at Craigie House to replace trolley. Mackinnon Centre now has wi-fi throughout and brochures in bedrooms giving details of services and the surrounding area. Women-only swimming and gym sessions now available at Lochee. Emergency repairs re-categorised to improve efficiency and ensure real emergencies are tackled faster. First phase of new recycling arrangements implemented, with lessons learned to smooth remaining roll-out. Notes screen developed on Home Care system so alternative carers covering for regulars have information about service users' needs, preferences and routines. Improved Accessibility of Services Housing Options service now runs surgeries and outreach appointments. Learners of 'English for Speakers of Other Languages' can now access more hours of learning per week through a variety of modes. Young people can now apply for NEC cards, update their details and request replacement cards online. Customers can now report changes of circumstances affecting Housing Benefit over the phone, avoiding the need to come into offices. Improved Training All Customer Services employees have taken part in World Host training. Community Living staff have received specialist training to support individuals with complex needs and challenging behaviours. Improved Engagement with Customers Carers Charter being developed with carers, to ensure they have the support and information they need. Users and local management groups have been involved in the design of new community centres in Menzieshill and Hilltown. Increased opportunities for parents to discuss nursery pupils' learning and progress. People with lived experience of mental health issues being recruited as peer supporters and educators. Respite arrangements for people with mental health issues and their carers now give them more choice and control. We are always keen to hear and act on your views on Council services, so please give us your views by completing our feedback form tell the member of staff dealing with your query what you think - and what would have made your experience as a customer better.