Hampshire County Council

Policy and Resources Policy Review Committee Item 9 (Annex2)

27 May 2004

Annual Return of Complaints 2003/04

Report of the Chief Executive

Contact: David Hinxman, Head of Democratic Services, ext. 7339

1. Summary

1.1 This report comprises the annual return of complaints for the Chief
Executive's Department in 2003/04

2. Complaints

2.1 There have been no complaints against individual members of staff or in
respect of services provided by the Legal Practice, Democratic Services the
Policy Unit (which includes the Information Centres), Corporate
Communications or Emergency Planning.

3. Compliments

3.1 It is pleasing to report the receipt of a number of plaudits during the year from
the community:-

Democratic Services:

- two letters of thanks from appellants as to their contact with the Independent
Education Appeal Service;

- eight letters of thanks from people attending Royal visits and other high
profile events, e.g. Korean War Veterans, Jane Austin Society of North
America, the Queen's visit to Winchester and Hilliers Arboretum.

3.2 Internal monitoring shows a high level of satisfaction from the department's internal and agency customers.

RECOMMENDATION:

i) That the report be noted.

ii) That the Committee continues to receive an annual report on compliments and
complaints within the Chief Executive's Department.

Section 100 D - Local Government Act 1972 - background papers

The following documents disclose facts or matters on which this report, or an important part of it, is based and has been relied upon to a material extent in the preparation of this report.

NB the list excludes

1 Published works.

2 Documents which disclose exempt or confidential information as defined in the Act.

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None

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