You said, we did
Richmond Council is a large and complex organisation that provides services to thousands of people. We know we get some things right but we also make mistakes. We know this because you tell us.
Receiving praise and criticism is a good thing as it tells us what we're doing well and where we could improve. If we have made mistakes or could have done something better, we want you to tell us so we have the opportunity to resolve the problem and stop it happening again.
We want to know when we have not got things right; we want to involve our customers by listening and responding; above all, we want to use the information you give us to help us improve our services.
We will always listen to your feedback and suggestions and, where possible, take positive action.
| Service | You said | We did |
|---|---|---|
| Customer service | You had to wait a long time to hand in a Housing form to Customer Services at the Civic Centre. | A review was done of how we manage the two types of customers - benefits and general - at the counter. Whist a new automatic ticketing service would have been ideal, the costs were too high. Customers now take a numbered ticket on arrival, and the system has been further improved by ensuring there are 3-4 officers on duty at any one time in the main reception area. |
| Hiring Council buildings | Facilities in one of the Council’s buildings were not as expected when used for a wedding. Wedding car unable to come down the drive and there was no dressing room available for the bride. | The Council no longer use a contractor for caretaking; there is now a regular member of staff covering weekends, who is fully briefed on forthcoming events. A pre-event checklist is given to caretaking staff prior to the event to ensure they know the booking requirements. |
| Adult Social Care | You were not invited to attend your mother’s health review. Mother distressed by thought that she was going to be moved from care home. Staff member agreed to write to mother to reassure her, but then didn’t do so. | Staff members reminded to include carers in meeting reviews with service users and to fulfil agreed actions. The importance of involving carers in all matters relating to service users was discussed at the next team meeting. |
| Waste and recycling | Your waste and recycling was not being picked up from your doorstep, but we had agreed to do this due to your disability. Waste operatives were also leaving litter in the road. | Collecting crews were reminded about the importance of ‘assisted’ collections and re-trained regarding cleaning up after themselves. |
| Pool and Fitness Centre | You reported poor standards of cleanliness at one of the Council’s fitness centres and said the condition of the swimming pool was unhygienic. | Duty managers increased the level of staff supervision at the centre, staff induction was improved and further training was given to existing staff on the importance of using checklists. |
| Revenues and benefits | A letter asking for money, sent after your relative had passed away, was insensitively worded. | Letter templates were reviewed and immediately re-worded in a more sensitive way, to avoid distress to bereaved families in future. |
| Recruitment | There were delays in processing your job application and the pre- employment checking process took too long. | A new online workflow system has been introduced in Human Resources to reduce/eliminate delays |
| Sports Centre | You found incorrect information on opening/closing times for one of our swimming pools on the Council’s website. | Monthly checks and updates of the website have been put in place, together with programming updates for staff in monthly meetings. |
| Highways and Transport | You sent in an application for a vehicle crossover outside your house and paid the charge for it, but we then realised you did not meet the requirements so had to stop the application and refund the money. | The application process now includes rigorous checking to ensure that applications conform to service policies before raising expectations which then cannot be fulfilled. |
| Support for people with learning difficulties | You experienced a significant drop in the quality of support for your 18 year old with Specific Learning Difficulties following transition from children's to adult’s services. | Staff in Adult social care are now working with Children's Services and Specialist schools to improve the transitions process. The role of the transitions worker has been clarified, the quality of verbal and written information has been improved, and information on web and in leaflets has been checked |
| Housing | Not enough information was given to you about the Disabled Facilities Grant and you had to pay the outstanding cost of adaptations to your home. | A review of procedures was undertaken which identified that additional information needed to be sent with grant approval documents and a new leaflet was required. Your costs were reimbursed and an information leaflet has now been prepared. |
| Libraries | It took a very long time to obtain a book you had requested via the inter library loan facility. | Clear records are now kept of all inter library loan requests at the branch library before they are sent on to Bibliographic Services Department for tracing. |
| Parks and Open Spaces | No action was taken for over a month after you had told us that the large lime trees in your street that needed pruning. | Residents are now notified at every stage about the progress of their enquiry. |