Sir - Tom Edwards (Worcester News 14th March),on Worcester’s annual survey makes distressing reading. No wonder the city council’s leaders are concerned.

Perhaps the following thoughts might have a bearing why so many people are dissatisfied.

(1) A phone call is often initially answered automatically giving alternatives far too quickly,and sometimes when a human does intervene the caller is not followed through to conclusion.

(2) Postal queries at 50p a time are too expensive for many so some do not bother.

(3) Contact www. etc.,is useless unless one has a computer! Yes although it is 2014 some people still do not own one and many do not want one..

I myself would not be without a laptop, although it took till my late 70’s to take the plunge.Now I find I usually get an answer to most problems and feel that I do at least have a say in local affairs. An email is free and so easy to send,that I can only sympathise with those less fortunate.

Phil Pegler

Worcester