'You Said We Did'

This page gives examples of complaints. comments and compliments received.

 

1)  An email was received regarding an overgrown hedge on a corner site on the busy Glossop Road near to the Hallamshire Hospital. The member of public had reported it to Street Force but as the hedge was on private property the issue was passed to Highway Regulation for action.

 

An enforcement officer in Highway Regulations wrote to the owner of one the properties concerned and the front hedge was eventually cut back. The owner of the remainder of the hedge on the corner plot was not so easily identifiable so the officer  ‘went the extra mile’ and cut the hedge back himself to prevent injury to the passing public, then sent photographic proof to the member of public that the job was done.  Her letter of appreciation of a job well done was received a few days later.

 

2)  A member of public complained that an advertisement board was placed on a wall near her home without any consultation.

 

The planning department does not normally send neighbour notification letters for advertisement applications, but in the light of this complaint it has been agreed that immediate neighbours will be informed of all advertisement applications, with the exception of those within the city centre and industrial areas, ensuring that they will be given the opportunity to make comments on them.

 

3) We received several complaints about the length of time Planning consultations and applications associated communications were taking to be delivered.

 

Investigations showed that, as part of a Council initiative, our letters were being delivered by a private company. However as they were failing to meet expected targets we have since returned to a Royal Mail delivery service.

4) As part of our on-going efforts to improve the speed of our services following complaints and comments we:

5) We received a complaint about new traffic signals that had been installed on a major road and the fact that the trigger system did not appear to work for large vans/lorries.

The complaint was passed to Street Force who called out a contractor to investigate. A fault was found and rectified.  The complainant was thanked for her concern and given a direct telephone number should she wish to report traffic signal faults in the future

 

1. We received a letter about the demolition of the Tinsley cooling towers.  The member of public was told that the towers were owned by E.ON UK and that it was their decision to demolish them on safety grounds.

He was told about a donation, from E.ON UK, towards a large scale permanent piece of art and that a project to attract further funding was underway and would involve engagement and consultation with the people of Sheffield and the region. He was invited to take part in future consultation.

2. We received a comment about planning enforcement forms. The person concerned found the form difficult to read and understand.  They also commented that there was no offer of alternative format and no contact details on the web, other than an email address.

 

A project to update enforcement forms on the web and hard copy is underway and should be completed by mid-September 2008.  The updated forms will take account of the comments above.

3. Suggestions were received from a developer regarding additional information he would like to see on our web pages.

 

He pointed out that the Chair and Deputy Chair were not highlighted on the list of Board Members.  Colleagues working in the Chief Executives Directorate were asked to amend the relevant pages.

 

Other suggestions regarding additional information being put on the planning application software were investigated with the external supplier, but they were unable to make the necessary amendments.

 

We are pleased to receive a compliment or special thank you when we have ‘gone the extra mile’ to help someone. Below are brief statements taken from some of the compliments received

 

“he was incredibly helpful, kind and constructive.”

“a big thank you for all your help. Impressed with the speed the work was carried out”

“overwhelmed by the wonders you have worked with your city centre, namely the numerous fountains, waterfalls, grass area, Peace Gardens etc.”

 

“impressed with the Planning Department. During two consultations, the criticisms have been both informed and constructive which I believe have resulted in better schemes"