Your comments & compliments

Comments and compliments - Why not tell us if we are doing a good job or nominate a member of staff for an award.

We want to hear from you

We want to give you the best possible service. It is only by listening to your views that we can find out what we are doing well and what needs to improve.

We are committed to continuously improving our services and will act on what you tell us.

This leaflet explains how we will deal with your comments, complaints and compliments.

Whenever you contact us, we will always:

• be polite, helpful and honest, as we hope you will be
• treat you with respect, as we would like to be treated
• treat you fairly and equally
• not pass you from one person to another
• listen to your views
• make it clear what we can and cannot do
• give you a contact name and take responsibility for the service we provide
• consider your needs when designing our services, and
• admit when things go wrong and do our best to put them right.

Comments

If you have an idea for improving services, or want to comment on what we do, we’d like to hear from you.

If you would like us to respond to your comment, we’ll let you know we’ve received it within 24 hours. We will also tell you who is dealing with it and when you can expect to receive a reply, if it is going to be longer than five days.

We aim to provide a full response in under ten working days – and more quickly if the matter is really urgent.

Online comments form

Compliments

We are always delighted to hear that our staff are doing a great job. We make sure they know when someone is pleased, as this motivates them and makes their work even more satisfying.

We have a staff recognition scheme, where you can put forward staff for an award. The forms for doing this are available in libraries, in Idea stores and in council offices.

Online compliments form

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