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 went up to six from the historically low figure of three last year. The Service continues to receive a high volume of acknowledgements of good customer care and 114 were included in the quarterly returns across the year. The compliments cover 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, with the Service under going office relocations and further staff reductions.
In response to the complaints, three alternative training sessions were offered to governing bodies free of charge and the staff development issues identified were taken up with the tutors, course materials were updated and the location of venues continues to be reviewed to try to ensure training is locally available to as many governors as possible. There were two issues with the facilities at venues both of which were pursued with the providers and the problems were resolved, with revised procedures being put in place to prevent similar occurrences happening again in the future. There were two other issues that were addressed to the satisfaction of the complainants, with procedures being reviewed as a result. 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 1700 hours of training, with nearly 10500 attendances at 620 sessions, alongside providing a clerking service to over 240 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.