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3. Facts, figures and performance – delivering the customer journey

Facts and figures

We are continuing to focus on helping people meet their needs in a way that gives them choice and control and connects them with their local community.

This means that people can expect services tailored to their own needs to achieve the outcomes that are important to them.

Some of the figures in this report are snapshots as at 31 March 2017 compared with the position as at 31 March 2016. Those are directly comparable figures.

Our Access service is the first point of contact for most people, including those referred on to us by other agencies. We signpost people to a social care assessment or the best services to meet their needs. In 2016/17, 33,930 people contacted us with social care enquiries (34,333 in 2015/16). This is a 1% reduction in volume of contacts and not seen as statistically significant. We continue to improve the ways in which people with lower level needs can be signposted to information and support without the need to engage our access team. This enables us to focus on those with more complex needs.