What we do with your feedback (you said, we did)

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Our government's values

We always want to improve the services we provide to our community.

We use your feedback to keep improving the services we offer.

We’re constantly working to build and strengthen a culture of continuous improvement based on our public sector values.

Give us your feedback

Find customers' feedback statistics.

Improvements made with your feedback

We share and discuss feedback and use it to:

shape changes
improve customer experience
increase efficiency

We also value positive feedback and compliments and share it with our teams.

Time you take telling us what you think of our services make a difference. Find some improvements we made in 2025 from feedback received for our departments.

Children, Young People, Education and Skills

Feedback topic	Improvements made
Consistency and clarity	A new recruitment policy provides structured guidelines, helping us take a more consistent approach to hiring. Clearer communication processes across schools and children's services, with better guidance for staff and stronger information sharing with multi-agency partners.
Supporting families better	Appointment letters to families are sent earlier, aiming for at least a month in advance when possible. Assessment feedback and reports are written in a more family-friendly way, making them easier to understand and more supportive.
Listening to children's voices	The Jersey First Practice Model was enhanced to make sure children's voices are heard and included in assessments and plans.

Feedback topic

Improvements made

Consistency and clarity

A new recruitment policy provides structured guidelines, helping us take a more consistent approach to hiring.

Clearer communication processes across schools and children's services, with better guidance for staff and stronger information sharing with multi-agency partners.

Supporting families better

Appointment letters to families are sent earlier, aiming for at least a month in advance when possible.

Assessment feedback and reports are written in a more family-friendly way, making them easier to understand and more supportive.

Listening to children's voices

The Jersey First Practice Model was enhanced to make sure children's voices are heard and included in assessments and plans.

Employment, Social Security and Housing

Feedback topic	Improvements made
Clearer processes and better training	Further training introduced after an overpayment issue, helping colleagues respond faster and more efficiently. Contributions and pension information clarified through colleague training, reducing errors and inconsistencies.
Smarter communication and automation	Pension card collection letters automated to reduce confusion and improve clarity for customers. Required documents now listed on ticketing system for registration cards, making the process smoother for customers. Assessment letters updated with clearer guidance to avoid overpayments when adult children are removed from Income Support claims.
Accessibility	Disabled access button being fitted to the Union Street building entrance on the town side to improve accessibility.
Supporting families and life events	A new leaflet created for parents, giving clear guidance on post-birth steps to secure benefits and protect social security records. A step-by-step video guide introduced for Social Security pension applications, simplifying the process and reducing confusion.

Feedback topic

Improvements made

Clearer processes and better training

Further training introduced after an overpayment issue, helping colleagues respond faster and more efficiently.

Contributions and pension information clarified through colleague training, reducing errors and inconsistencies.

Smarter communication and automation

Pension card collection letters automated to reduce confusion and improve clarity for customers.

Required documents now listed on ticketing system for registration cards, making the process smoother for customers.

Assessment letters updated with clearer guidance to avoid overpayments when adult children are removed from Income Support claims.

Accessibility

Disabled access button being fitted to the Union Street building entrance on the town side to improve accessibility.

Supporting families and life events

A new leaflet created for parents, giving clear guidance on post-birth steps to secure benefits and protect social security records.

A step-by-step video guide introduced for Social Security pension applications, simplifying the process and reducing confusion.

Health and Care Jersey

Feedback topic	Improvements made
Easier access to care	A more accessible phlebotomy booking system makes it simpler for patients to arrange appointments. The Patient Access Team is working with care groups to reduce last‑minute clinic cancellations, ensuring reliability for patients.
Listening to patient voices	Weekly inpatient experience audits are now embedded, helping us capture feedback regularly and act on it quickly.
Building skills for better care	The Clinical Skills Team has launched the Care Certificate programme for Healthcare Assistants (HCAs), ensuring consistent standards and equipping HCAs with essential skills informed by patient feedback. The Pain Team is collaborating with clinical staff through peer-to-peer teaching on wards. Clinical areas are introducing Pain Management Champions who will share their knowledge within their teams, strengthening pain management practices across inpatient settings. A new Quality Improvement working group called Ward Rest has been established to enhance: ward admissions discharge processes other core operational practices
Nutrition and hydration enhancements	A comprehensive catering survey has led to improvements, including dementia‑friendly snack and drink menus so inpatients know what's available and feel included.
Strengthening communication and service delivery	Staffing challenges in the Appointments Team have been resolved through targeted recruitment and cross‑training, boosting resilience. Work with Jersey Telecoms and the Health Care Jersey Digital Team is streamlining systems to improve how calls and queries are handled across hospital departments.

Infrastructure and Environment

Feedback topic	Improvements made
Making services more accessible	Lane swimming has been re‑planned to give the public better access. Islanders can now request and pay for replacement Vehicle Registration Documents online, saving time and effort.
Enhancing sports and leisure experiences	Class timetables adjusted and information sent to ensure classes start and end on time to avoid disruptions. New weights stock ordered and inventory planned to ensure classes run smoothly.
Cleaner and safer spaces	Cleaning schedules at Les Quennevais updated to cover more areas and include regular deep cleaning.
Smarter operations	Transport operations are exploring software upgrades to modernise receipting, making the process more intuitive and user‑friendly while keeping payments efficient.

Justice and Home Affairs

Feedback topic	Improvements made
Enhancing processes	Work is being done on Matching Pre-arrival Declarations, implementing a system to match customs pre-arrival declarations to parcels, streamlining and enhancing the clearance process. CAESAR system enhancements to upgrade functionality for: easier amendments proactive discrepancy alerts editable contact details trader-specific updates clearer appeal guidance This will make customs processes more efficient for customers and internal teams.
Strengthening security and accountability	Greater transparency in vehicle searches, introducing body-worn cameras to record vehicle condition prior to customs searches, improving transparency and accountability.
Clarifying operational communication	Clearer guidance on item approvals at La Moye Prison, issuing notices to staff to prevent misunderstandings when accepting items for prisoners.

Feedback topic

Improvements made

Enhancing processes

Work is being done on Matching Pre-arrival Declarations, implementing a system to match customs pre-arrival declarations to parcels, streamlining and enhancing the clearance process.

CAESAR system enhancements to upgrade functionality for:

easier amendments
proactive discrepancy alerts
editable contact details
trader-specific updates
clearer appeal guidance

This will make customs processes more efficient for customers and internal teams.

Strengthening security and accountability

Greater transparency in vehicle searches, introducing body-worn cameras to record vehicle condition prior to customs searches, improving transparency and accountability.

Clarifying operational communication

Clearer guidance on item approvals at La Moye Prison, issuing notices to staff to prevent misunderstandings when accepting items for prisoners.

Treasury and Exchequer

Find more changes made by Revenue Jersey.

Feedback topic	Improvements made
Accuracy and reliability	Additional controls introduced for pension increase data after an overpayment issue, ensuring accuracy and preventing future errors. Correct letter templates reviewed and standardised to ensure consistency across communications.
Clearer communication and guidance	Contribution statements now include clearer signposting and exemption options. Personal Tax child allowance web pages redesigned to be simpler and direct customers to enquiry forms. Revenue Jersey added guidance to the Union Street Services Page on documents needed to confirm identity, reducing confusion at help desks.
Smarter digital tools	Online Tax Calculator updated to show effective tax rates and benefit‑in‑kind income. QR codes added to invoices and debt letters to streamline payment processes. Accounts Payable introduced an online form for Purchase Card applications and change requests, making the process faster and easier.

Feedback topic

Improvements made

Accuracy and reliability

Additional controls introduced for pension increase data after an overpayment issue, ensuring accuracy and preventing future errors.

Correct letter templates reviewed and standardised to ensure consistency across communications.

Clearer communication and guidance

Contribution statements now include clearer signposting and exemption options.

Personal Tax child allowance web pages redesigned to be simpler and direct customers to enquiry forms.

Revenue Jersey added guidance to the Union Street Services Page on documents needed to confirm identity, reducing confusion at help desks.

Smarter digital tools

Online Tax Calculator updated to show effective tax rates and benefit‑in‑kind income.

QR codes added to invoices and debt letters to streamline payment processes.

Accounts Payable introduced an online form for Purchase Card applications and change requests, making the process faster and easier.

What we're working on to improve

Find out more about what we're working on to improve our services in our Business Plans.

Business Plans give an overview of each department's key objectives.

The plans include:

ministerial priorities
key objectives
service performance measures

Business Plans 2025

What we do with your feedback (you said, we did)

​​​​​​​​​​​Our government's values

Improvements made with your feedback

​Children, Young People, Education and Skills​

​Employment, Social Security and Housing

​Health and Care Jersey

Infrastructure and Environment

Justice and Home Affairs

Treasury and Exchequer​

​​​​​​What we're working on to improve​​

Our government's values

Children, Young People, Education and Skills

Employment, Social Security and Housing

Health and Care Jersey

Treasury and Exchequer

What we're working on to improve