Complaints and Compliments Report 2011/2012

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 within the Service.

The level of valid complaints is down four on the previous year to three. The Service continues to receive a high volume of acknowledgements of good customer care and 138 were included in the quarterly returns across the year. The compliments covered most aspects of the Service’s work and reflect its commitment to customer care. These results continue to be achieved in a climate of constant change and during a period in which there have been staff reductions.

In response to the complaints, a free alternative training session was offered to one governing body and a governor was provided guidance to over an access problem with the Governor Services Website, with a follow up call to make sure the issue was resolved. An explanation of the Services’ secondary governor training provision was provided to the third complainant and the Service continues to look at ways to best meet the needs of governors from this phase of school. All of the complaints 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 1600 hours of training, with nearly 10000 attendances at 625 sessions, alongside providing a clerking service to over 250 governance 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.