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Customer Feedback
We welcome and encourage both positive and negative feedback as it tells us how we are performing. This page details the procedures we have in place to monitor any correspondence we receive.
Correspondence received by Capacity Planning & Development Service (CPD), which requires a response, is logged and we aim to respond within twenty working days. If for any reason a response is likely to take longer than this, a holding letter will be sent giving the name of the officer dealing with the query and a date for when a full response will be provided.
How we monitor our performance
Monitoring systems are used to produce a monthly return which is submitted to our Customer Relations Team.
The figures below show how we have performed during 2007/08.
- Quarter 1 (April to June 07)
57 logged items - 50 responded to within twenty working days (88%)
- Quarter 2 (July to September 07)
43 logged items - 37 responded to within twenty working days (86%)
- Quarter 3 (October to December 07)
46 logged items - 43 responded to within twenty working days (93%)
- Quarter 4 (January 08 to March 08)
48 logged items - 46 responded to within twenty working days (96%)
Complaints
Complaints received by CPD are logged and replied to within the timescales set in the Children and Young People's Directorate (CYPD) complaints procedure.
Below are a couple of complaints that have been received by SDS and what remedial action has been taken.
You wrote:
"During the holidays we, in common with many schools, were having major building work done for which all necessary procedures had been followed. We were then disturbed that on two occasions, when your staff visited our school, they did not follow procedures to let our site staff know they were here."
We wrote:
"In response to your letter, I have spoken to members of my team about the visits they made. All of the officers had ID on them and none of them entered the school without a member of your staff being present.
I am sorry that you and your staff have felt inconvenienced by these visits, as we do try and contact schools prior to visiting. However, this is not always possible. If you can arrange for us to have an up to date list of contacts and phone numbers (including mobiles) we will endeavour to try and make appointments prior to visiting."
You said:
"Room 151 at the Bannerdale Centre, is not adequate for our needs - the computer won't play DVD's/allow access to memory stick, so we have to use a laptop. This isn't convenient as the laptop's DVD drive doesn't work"
We did:
A new PC has now been installed in this room.
Compliments
We are always happy to receive compliments from our customers. We strive to provide the best possible service and it is very rewarding when this is recognised and you take the time to tell us how satisfied you are.
Please see below a small selection of compliments we have received in writing from our customers.
Bannerdale Centre Comment Form
"I would like to say that all the staff in the administration as well as the caretaker were extraordinarily helpful and kind. They are a great credit to the council."
(Received January 2008)
King Ecgbert's Ofsted Report
The following is an extract of an email received from Bob Evans, Headteacher at King Ecgbert School.
"I am so proud of King Ecgbert's School and the new build has made a significant difference, so many thanks to everyone at the LA"
(Received April 2008)
If you would like to pass on a complaint, compliment, suggestion or comment about our service we would be happy to hear from you. You can contact us via the details on our 'Contact Us' page.
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