Why have we got a feeback procedure?
Richmondshire District Council aims to provide the best possible services to meet the needs of all local people. When this does not happen, the Feedback Procedure aims to make sure we “put things right” in a timely way and continually improve our services.
What is Feedback?
Compliments, comments, concerns and complaints are all useful
forms of customer feedback and feed into service delivery
improvement.
Our aim is to provide a consistent, corporate procedure for
handling all types of feedback, both positive and
negative, that will feed change and improve and enhance our service
delivery.
What is excluded from the Procedure?
There are certain types of feedback that are not dealt with
under the corporate feedback procedure, these include:-
- Requests for a service or provision of information.
- Complaints which are essentially criticism of or disagreement with approved Council Policy or decisions properly taken.
- Any matter where a right of objection or appeal exists, (such as a grant or refusal of planning permission), unless the complaint relates specifically to the way the matter has been administered.
- Complaints which could reasonably be the subject of court or tribunal proceedings or which need to be referred to the Council's insurers. (For example, action for compensation or personal injury).
- Any matter which falls within the remit of the Council's disciplinary procedure.
- Complaints about the conduct of a Councillor.
- An appeal made under the Freedom of Information Act 2000, or Data Protection 1998.
- An appeal made under the Environmental Information Regulations.
How can we receive Feedback?
We want to make the Corporate Feedback Procedure accessible to
everyone. Feedback may be given in any way for example:
- face to face at any Community Office
- by phone, direct to the Service Feedback Officer or the Contact Centre;
- by letter;
- by fax to 01748 828750;
- by email to enquiries@richmondshire.gov.uk
- via a Councillor. Follow this link for Councillor contact information Your Councillor or consult the 2008-11 Brief Guide to the Council and your Local Councillors; and
- by using our Corporate Feedback Form which is also available at all Community Office locations.
The Local Government Ombudsman
An issue can be referred to the Ombudsman at any time,
although it is normal practice for the Ombudsman not to begin an
investigation unless the Council had had an opportunity to use its
own procedures to resolve the matter. We can provide you with
details on how to contact the Ombudsman
The Local Government Ombudsman
PO Box 4771
Coventry CV4 0EH
PO Box 4771
Coventry CV4 0EH
Fax: 024 7682 0001
Email: advice@lgo.org.uk
Time Limits
It is helpful for feedback to be made at the time, or as soon
as possible after the issue arises. We understand that this is
not always possible. However, all feedback must be made within
three months of the event, or within three months of becoming aware
of the need to give feedback.
Three Stages of Feedback Procedure
At each stage, your feedback will be acknowledged within 3 working days of receipt
| Stage 1 |
Reply by relevant Service Delivery Team This stage of the procedure is to make an assessment of the feedback given and to resolve if necessary. We aim to do this within 15 working days of acknowledgement of the complaint. |
| Stage 2 |
Investigation by Head of Service This stage provides for where the customer remains dissatisfied with the response under stage 1. We aim to do this within 15 working days. |
| Stage 3 |
Investigation by Assistant Director This final stage gives the right of referral to the Assistance Director. The Assistant Director will explain the nature of their investigation and any anticipated timescales. |
What can we do to put things right?
We will:
- Apologise for an issue which has been substantiated.
- Provide an explanation and ensure that all points raised are answered fully and clearly.
- Take all necessary action to put things right where applicable.
- Consider payment of compensation where our customer has suffered injustice as a result of what we have done or not done.
- Ensure that the same problem will not reoccur by improving the service and monitoring the outcomes of change.
Time limits for the Council's response
- For simple feedback, an assurance of remedial action, or a response that no action is required, will be made within 15 working days.
- Feedback that cannot be resolved immediately will be acknowledged within 3 working days and we will state how long it will take to deal with your issue.
Anonymous Issues
The Council will not usually deal with anonymous feedback.
However, request can be made for an issue to be dealt with in
confidence where this is appropriate.
How to contact us
Telephone: 01748 829100
Write to:
Richmondshire District Council
Head of Customer Services
Swale House
Richmond
North Yorkshire
DL10 4JE
Call in: To see us at one of our Community Offices at Colburn, Hawes, Leyburn, Reeth or Richmond
Fax: 01748 825071
Data Protection
DATA PROTECTION ACT 1998
Any information supplied in relation to compliments, concerns
or complaints will be held in an electronic format and
will be passed to the relevant Services. Data may also be passed to
your Ward Councillor as the elected representative for your
area.
Link to Corporate
Feedback Form
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Last updated:
26 January 2010
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