Complaints and Compliments Data - April 2007 to March 2008
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 - however informal. 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 within the Service.
This year there were 3 complaints regarding the quality of service provided, 3 to do with service provision and 31 compliments. There was a decrease of 6 complaints and 20 compliments on last year. All of the complaints had a response within 20 working days, as required by the Hampshire County Council complaints policy.
The complaints about service quality related to the standard of English in a local newsletter, the use of inappropriate course materials at a training event and delays in issuing paperwork for an appointment. The service provision issues concerned references to links to other sites in a document on the Services' website which were not active, delays in identifying a tutor for a whole governing body training session and difficulties in providing continuity of service in relation to the Local Authority Clerk Service. Apologies were issued in relation to these matters and where appropriate the problems were addressed or procedures changed to prevent the problems reoccurring in the future.
To put these figures into context the Service delivered nearly 1700 hours of training amounting to over 10000 attendances at 680 events, with nearly 500 of these being individually tailored whole governing body training sessions and the clerking service to 190 governing bodies.
The compliments covered most aspects of the Service’s work and reflect its commitment to customer care.
If you would like to make a complaint, suggestion or even a compliment, we would be pleased to hear from you.