Contact: Ros Anderson Ext. 7589 email: [email protected]

1. Introduction

1.1 This is the third report in regard to compliments and complaints received within the Property, Business and Regulatory Services department and covers the period 1 April 2004 to 31 March 2005.

1.2 The department provides a wide range of services to customers and users including members of the public, external organisations and businesses, other local authorities and all Hampshire County Council Departments.

1.3 The department has adopted the County Council's definition for recording a complaint:

"An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the Department's staff affecting an individual customer or group of customers".

1.4 Feedback from customers in terms of both compliments and complaints is treated as valuable information to help services build on strengths and identify opportunities for further improvement. Each service area has a long history of recording, investigating and monitoring complaints. Central collection and co-ordination of monitoring data is carried out on a monthly basis and six monthly reports are made to the three Departmental Management Teams.

1.5 Each complaint is investigated by the relevant service manager and an appropriate response made to the customer. During 2004/05 most complaints (96%) were dealt with within the County Council's corporate performance target of 20 working days. Most of the service areas set more rigid targets than 20 days and 85% of complaints were dealt with within these targets.

2. Compliments and Complaints Monitoring 2004-2005

2.1 The table at Appendix A shows the total number of compliments and complaints recorded

within each service area compared with the previous year. For PB&R as a whole, there were 1112 compliments and 285 complaints. The following bar chart shows this higher percentage of compliments to complaints compared to the previous two years:

3. Nature of compliments received

3.1 The number of compliments received by PB&R services increased by 21% in 2004/05. The highest number (592) were received by the Trading Standards Service from members of the public about help received over consumer rights advice and electric blanket testing. Property Management received 115 compliments mainly from schools and examples of these, and others received within PB&R are given in Appendix B.

4. Details of complaints received

4.1 The table at Appendix B illustrates the nature of the complaints received within each service area and gives some specific examples. Further information is also provided about services in order to better understand complaints within the scope and overall context of the service provided.

4.2 The breakdown of complainants shows that 149 are from members of the public, 111 are internal customers and 29 external customers. The following bar chart shows a comparison of this breakdown with the previous two years:

4.3 Complaints are generally low in number across all service areas especially when estimated as a percentage of workload (less than 0.25% across all services).

5. Equalities monitoring

5.1 None of the complaints recorded across PB&R during 2004/05 were considered to contain a racial element.

5.2 There were three complaints involving people with disabilities:

· A member of the public wished to receive more information about progress with the accessible WC project at Basingstoke Information Centre;

· Temporary removal of a path at the Sir Hillier Gardens and Arboretum prevented a wheelchair user from taking their usual route to see the camellias; and

· A person who could not read or write was told by a trader that they must put their complaint about the trader in writing. They contacted the Trading Standards Advice Service about this but could not explain the details of the problem or who the trader was and became very angry and abusive to staff.

5.3 Equalities monitoring data

A post-paid equalities monitoring form was introduced for complaints received from members of the public during 2003/04. This gives complainants the opportunity to state their satisfaction over the way in which their complaint has been handled. It is also the means by which data is collected for equalities monitoring. The forms are sent to as many complainants as possible but those where it could make the situation worse are not sent a form.

5.4 79 monitoring forms were sent out during the year. To date 42 (53%) have been completed and returned. A brief analysis of the returned forms shows:

Total of 42 respondents:	Number of respondents
Satisfied with handling of complaint	37 (88%)
Complaint enquiry was resolved	23 (55%)
Complaint still pending	8 (19%)
Complaint enquiry was not resolved (These were mainly complaints where people were still unhappy about school meals (x 6) or that Trading Standards were unable to help them (x 3))	11 (26%)
Unwilling to answer equalities monitoring questions	6 (14%)

Total of 36 respondents answering equalities monitoring questions:

Gender: Male	8 (22%)
Female	27 (78%)
Age range: under 25	1 (3%)
25-59	28 (78%)
60 and above	7 (19%)
People with disability	3 (8%)
Ethnicity: White British	35 (97%)
Other white background	1 (3%)

6. Conclusions

6.1 The overall number of complaints within PB&R continue to be low when considered within the context of the volume and range of services delivered. For the third year running the number of compliments recorded are much higher than the number of complaints (nearly 4 times higher this year).

6.2 There continues to be evidence to show that complaints are taken seriously across the department and that actions are taken to learn from them and make continuing improvements.

7. Recommendations

7.1 That the third annual report for PB&R compliments and complaints monitoring is noted.

P&RSSC0605B

Section 100D - 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.

Records of complaints and compliments made to the Property, Business and Regulatory Services Department held by the respective Heads of Service.

APPENDIX A

Chart showing the numbers of compliments and complaints recorded

for PB&R service areas during 2004/05 compared with the previous year

Number of complaints recorded:

COMPLIMENTS

COMPLAINTS

* Separate monitoring commenced for 2004/05

APPENDIX B

Details about the nature of compliments and complaints received within the context of each service area

Property Services

Property Services continued

Property Services continued

Business Services

HC3S (Hampshire County Council Catering Service)

HC3S produced an estimated 10.23 million meals in 2004/05, averaging 52,769 meals per day over 194 trading days. A total of 78 complaints were recorded that were generally about: · choice of school meals · portion sizes · quality of food · choices from published menu not available. The number of complaints fell by 22% compared with the previous year. This is attributed to improvements that have been made to the quality of the service delivered, increased customer confidence and actions taken to address teething problems with new contracts. Better communications with customers have been developed including: · increased publicity, through the website and the press office; · introduction of the `myschoollunch' website, allowing users to e-mail comments, complaints and compliments; · detailed information available on the County Council's website; · termly menu leaflet sent to all children on the roll. An example of compliments received include the following: · (Mill Rythe Infant School) - thanks to cook for hard work and enthusiasm in providing good meals. · (Shepherds Sprint Infant School) - thanks for taking part in their Health and Safety week. Children value the input and learn a great deal. Healthy eating message has continued to be built on. · (St. Peters Primary School) - parent delighted with "lovely special diet menu" produced for her daughter. · (Sir Harold Hillier Gardens and Arboretum) - Thanks for making the day run so well. Nothing but praise from guests and couple - has been the best gift so far on their special day. · (New Milton Infant School) Very impressed with service provided by friendly, flexible, hardworking staff who are so supportive of the successful new initiatives.

Business Services continued

HAMPSHIRE PRINTING SERVICE

A total of 10 complaints were received during 2004-05. All were the result of spelling errors and printing quality; none were based on service quality. Complaints can be analysed as follows: 5 complaints associated with incorrect instructions from office to factory; 2 spelling, format or imposition errors in pre-press; 1 printing errors where a wrong plate was used or image printed incorrectly; 2 jobs printed incorrectly by supplier. In 2003-04 17 complaints were received. The reduction to 10 in 2004-05 equates to a fall of 58%. All complaints continue to be logged and investigated as part of our ISO 9001:2000 Quality Management System in order to establish the root cause and with a view to implementing preventive actions. Among specific examples of complaints is a folder for a school which was printed in a blue of a lighter colour than the customer had expected; an error by a supplier whereby there was a discrepancy between the proof signed-off by the customer and the printed copies of Hampshire Now (missing logotype); a problem with the content of one page of the Yearbook/Diary produced for Chief Executive's. During the year 38 compliments were received which represents a slight reduction on the previous year. Interestingly, while all complaints were about particular errors in jobs, all of the compliments are based on quality of service or speed of delivery.

COUNTY SUPPLIES

County Supplies is a major purchasing and supply organisation providing over £70 million worth of goods and services annually at highly competitive prices. This purchasing power translates into maximum value for money for our customers. We supply to all departments of HCC as well as schools, colleges, police and fire stations, independent schools and many non-profit making community groups and voluntary organisations. The complaints we have received this year (29) represent less than 0.01% of our turnover. There are no specific trends that can be identified from the complaints received although there has been an increase regarding food and food contractors that are received through HC3S. The Business Plan for the service drives the programme of improvement. All complaints received are taken very seriously and dealt with in a quick and systematic way. The customer is contacted and kept informed of progress. Compliments and complaints reports feature on the agenda at section head's monthly meetings.

Business Services continued

HAMPSHIRE MANAGEMENT TRANSPORT

HTM is the County Councils `in-house' supplier of vehicles, providing a wide range of vehicles to meet departments' operational requirements. From our HQ on the Winnall Industrial Estate, we manage a fleet of around 650 vehicles ranging from cars, vans and minibuses to heavy good vehicles. We also operate the County Council's Courier and School Delivery Service. We offer a comprehensive vehicle service, which includes: · Long and short-term hire. · Vehicle Maintenance and fuel. · As RAC agents, personal and breakdown cover for foreign travel. · Courier and Schools Delivery Service. · Free advice about the latest changes in legislation and best practice. No complaints and 3 compliments were recorded for 2004/05.

Regulatory Services

HAMPSHIRE REGISTRATION SERVICE

The Registration Service registers birth, death and marriag; conducts marriage ceremonies in the register office and at approved premises for marriage. Other ceremonies are now provided these include Naming, Renewal of Vows, Civil Remembrance (funeral) and if requested Commitment ceremonies. Citizenship ceremonies were introduced in April 2004 and have been extremely popular and successful. Certificate issue for current and historical events also forms an important part of the service. The facility to apply and pay for certificates on line was introduced a year ago and is increasing in popularity. The following summarises the approximate number of events during 2004/05 compared to the number of compliments and complaints: Births registered 6,500 Deaths " 8,000 Marriages 4,000 Notices of marriage 10,000 Certificates issued 62,500 Citizenship ceremony 300 Number of complaints 4 Number of compliments recorded 212 A new database enables more accurate information to be collated. Also customer satisfaction feedback is received with comments for improvements being noted and implemented if possible. An electronic survey form is provided with the online application and payment for certificates. Many compliments and some suggestions are received through this route - suggestions which can be incorporated to improve site are always implemented if possible. Additional links have been added to assist customers.

Regulatory Services continued

HAMPSHIRE REGISTRATION SERVICE continued

Only four complaints were received this year: · Two concerned the lack of service in New Milton - accommodation has now been found and the service to the community resumed in December 04. · One was about the inability to obtain a document required by a foreign government which was not possible within current legislation. A satisfactory outcome within the law was achieved. Although a foreign national was involved, there was no racial element to decisions made or service given. · The last complaint was about car parking at Eastleigh and improved facilities are being sought. Many expressions of satisfaction and thanks are received at the time the service is provided to customers. Examples of the 108 recorded compliments received include: · A letter received from a Bournemouth solicitor about his daughter's citizenship ceremony - highly satisfied and very complimentary to staff - this was the New Forest office's first ceremony. · The parties at a commitment ceremony held in Basingstoke were extremely grateful for the opportunity to exchange vows before one partner died - there was no time for them to wait for legislation to contract a civil partnership. · Compliments on the speed of return of certificates. · One customer suggested the registrar should have a pay rise - notwithstanding the sad reason for the visit - the registrar made the interview friendly and comfortable for the customer.

HAMPSHIRE SCIENTIFIC SERVICE

The fundamental purpose of the Scientific Service is to protect the public from unfair or unsafe trade practices and to promote good health and clean environment for the benefit of the people of Hampshire. The service provides a scientific and advisory service, of a quality acceptable to the UK Government and the EC, to Hampshire County Council and a number of other authorities throughout the south of England. The Service's laboratory which is based in Portsmouth operates in four key areas: · Food Standards · Consumer Safety · Environmental Protection · Health and Safety at Work.

Regulatory Services continued

HAMPSHIRE SCIENTIFIC SERVICE continued

32 complaints were recorded for 2004/05. The nature of the complaints received was spread across a number of causes such as errors in reports, procedures not followed, sample storage, reports posted to the wrong client, sample preparation and administrative/registration error. Individual complaints are reviewed and appropriate actions taken. The following additional actions have also been planned: · An audit of the procedure for sending out post. · Implementing a new procedure for emailing reports to clients and train all relevant staff. · Continue to monitor the number of complaints relating to sample preparation and take further action if appropriate. · Update the complaints database to enable easier access of data. 22 compliments have been recorded over the past year. In summary, these included: General: Observation of UKAS surveillance audit by DEFRA Asbestos Team: 13 compliments Food Safety Team: Successful prosecution - alcohol results for Tiger Tiger Fish report for Surrey County Council Trident Work Experience Student Environmental Safety Team: Prompt response regarding GM policy Air monitoring at Brookfield School Water testing at Bramley School Excellent monitoring of landfill sites Product Safety Team: London Borough of Sutton formal caution to supermarket.

TRADING STANDARDS SERVICE

The Trading Standards Service aims to achieve a fair and safe trading environment throughout Hampshire. The service has an impact on every resident and commercial enterprise. Trading Standards Officers visit, inspect, and test every conceivable type of product or service. We support businesses and the public by giving free legal advice so that the highest standards of quantity, quality, price, description and safety are maintained. There were 40 complaints recorded through the year. Some of these concerned difficulties in accessing the Advice Service by telephone. These had been caused by pressures of staff turnover and reduced capacity while training new staff. Customer care training has been provided for Advice staff to continue to improve quality of call handling. Other complaints were about Trading Standards not following through complaints about traders - due sometimes to the intelligence-led policy and other times to limitation of enforcement powers. A few unjustified complaints were made about the quality of advice provided but these were subseqently confirmed to be legally correct.

Regulatory Services continued

TRADING STANDARDS continued

With the introduction of Consumer Direct for Hampshire and associated call diverts from March 2005, issues about telephone access will be eliminated. There was one complaint involving an equalities aspect. The consumer could not read or write and the trader told him he had to write a letter to complain. He requested help from the Advice Service but was unable to explain the details of his complaint or who the trader was. The consumer claimed the service was refusing to help him because of his disability and was extremely rude to the advisor. 592 compliments were recorded for 2004/05. 352 of these were about electric blanket testing carried out during the year. Other compliments were from satisfied consumers using the Advise Service. One person stated "it is sad that such an organisation as Trading Standards is necessary, but long may you reign as your help and assistance is vital."

Resources Group

THE SIR HAROLD HILLIER GARDENS AND ARBORETUM

During 2004/05, 116,605 people visited the Gardens (an increase of 6% over the previous year) and 9715 people attended conferences and private functions. These numbers do not include those who used the Pavilion without visiting the Gardens. 16 written complaints were received (a decrease of 41% from 2003-2004) seven of which related to catering. These included: the quality of the Easter eggs given out to children after they had completed the Easter Trail; being unable to picnic under cover; difference in price of ice cream between the two catering venues; conference buffet not up to the usual standard; unacceptable wait for food in the restaurant; soup served cold and Tea Rooms running out of cakes on Easter Sunday. Letters of apology were sent and complimentary vouchers for free admission or refreshments sent where appropriate. The cancellation of the RHS reciprocal agreement generated one complaint, as did the poor information available on local bus services. One Garden Society group was disappointed in the slow response time following their request for information on visits to the Gardens. The noise from grass cutting spoilt the visit for one couple and the temporary removal of a path prevented a wheelchair user from taking their usual route to view the camellias. The delay in sending a refund for lecture tickets that the customer could not attend due to a hospital appointment was satisfactorily resolved with a personal visit to the customer. A group of blind visitors had an unsatisfactory visit and complimentary tickets were issued to them. One visitor commented on the number of flies, oil tank leak and smell from the toilets. Additional fly "zappers" have now been installed, the oil tank leak has been rectified and filters in the toilets are changed more frequently. Finally one of the "Art in the Garden" exhibitors discovered damage to their "interactive" exhibit and they were referred to the contract, that all exhibitors sign, which states "insurance is the responsibility of the exhibitor".

Resources Group continued

THE SIR HAROLD HILLIER GARDENS AND ARBORETUM continued

The Gardens received 25 written compliments ranging from thanks to staff for: the organisation of group visits (13); smooth running of conferences at Jermyn's House (4); guided tour of the Gardens (2); care given when a visitor was taken ill (1); thoughtful handling during interment of ashes (1) and organisation of a wake (1). Compliments were also received regarding the Art in the Garden exhibition (1); Santa's Grotto (1) and from a couple who had enjoyed their first year of membership (1).

ACCESS TEAM

This service includes: · management of the Access Audits Strategy for the County Council which involves phased access audits of Hampshire County Council buildings and the implementation of access improvements to buildings in line with the Disability Discrimination Act · work with the Design Unit and Property Management staff ensuring that both new-build and refurbishment projects include the best possible access arrangements. Only 1 complaint was recorded for 2004/05 and 7 compliments. The person who complained wanted to be kept more `in the loop' about the accessible WC project at Basingstoke Information Centre.