Hampshire Governor Services

Compliments and Complaints Summary Report 2014/15

We receive many comments about our work which help us to develop the service we offer. Where these comments imply any dissatisfaction we count them as complaints. We hope that by listening carefully to what you say and making improvements when we can, we will maintain our record of settling all complaints at Service level.

There were five valid complaints in this financial year, compared to ten last year. The Service continues to receive a high volume of acknowledgements of good customer care and 221 were included in the quarterly returns across the year. The compliments cover most aspects of the Service’s work and reflect our
on-going commitment to customer care.

Four of the complaints for this year related to training events and one concerned the wording of the standard letter acknowledging a resignation. Two of the training complaints resulted in a further whole governing body training session being provided in each instance free of charge. The other two were followed up with the tutors and the course papers were reviewed. There has been no subsequent issues with these courses or with the tutors concerned. It was acknowledged that the standard letter was not an appropriate response in this particular instance and a letter of apology was issued by the Head of Service. All of the complaints have had a response within 20 working days, as required by the Hampshire County Council complaints policy and apologies were issued where appropriate.

To put these figures into context the Service delivered over 1700 hours of training, with nearly 11000 attendances at 710 sessions, alongside providing a clerking service to over 250 governing bodies in the period covered by this report.

If you would like to make a complaint, suggestion or even a compliment, we would be pleased to hear from you.