First Point Customer Feedback
Feedback from customers and complaints about First Point at Howden House. Last year (April 08 – March 09) we have received the following feedback about our service
- 8 complaints
- 110 compliments
- 205 comments
Complaints
The main areas of service that these were about were:
- The Queuing System
- Waiting for meetings
- The service provided
- Decisions given
We acknowledged all the complaints received within 7 days and all of the complaints were investigated thoroughly.
We replied to all 8 complainants and none of them disagreed with our assessments nor asked for their complaints to be reviewed further by a senior manager.
None of the complaints received were ones that could be dealt with immediately at point of contact. All 8 complaints were dealt with within 7 days thus none were in the category of being dealt with within 14, 21 or 28 days and none of our complaints took longer than 28 days to resolve.
The following actions / changes have been taken to improve customer service and service delivery as a result of complaints within the last quarter.
- We have changed the procedure for people coming in for meetings and issued new guidelines to support workers.
- In the complaints that were about decisions made by staff we found the decisions to be correct and we looked at these and are satisfied that they had been explained thoroughly.
Compliments
The majority of compliments were about the attitude, helpfulness and knowledge of staff. Customers told us they liked the friendliness and how approachable staff were and that they were very professional.
Most of our customer felt that all aspects of the service were delivered to a high standard.
Comments
In total 205 comments were received about the First Point service. This included reference to the physical environment, and suggestions about possible additional facilities that could be provided.
For example some customers have asked for more parking spaces and food and drink to be made available. We were able to tell customers that although we are unable to provide food and drink in the public area of First Point, there are shops and cafes very close by where these can be purchased and if customers inform staff that they need to leave for this purpose we can ensure we monitor the progress of their enquiry in their absence.
All of the complaints, comments and compliments received form customers are used by the service to inform learning and service delivery improvements and a summary of those received in the last year are on display in the public area.