How We Monitor
Our Standards |
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We have a number of ways in which we monitor the services
we deliver, including questionnaires, mystery shopping,
focus groups and consultations.
Feedback
The views of our customers have a real influence on
our services and we aim to involve our customers in
their design and delivery. As a result of your feedback,
we regularly make changes to the way we work in order
to improve things for our clients.
For instance, after consulting clients about our Connexions
Centre in Huddersfield, they told us that we needed
to make it more welcoming and friendly for young people.
They decided that we needed to put artwork on the walls and have staff more casually dressed and
not in uniforms. Feedback about our publications
shapes the way that we provide them in following years and we involve students in the design of some.
Each year we survey 20% of young
people who have left Year 11 to ensure they are satisfied
with the service they received. We also survey adults
who use our advisory service to ensure they too are
satisfied with the service. In addition, we survey 5%
of pupils who have been on work experience to check
their placement was satisfactory. See the results of
our recent surveys.
Complaints Policy
We wish to hear from any customer who feels that we have not met our service standard. We also welcome other feedback from customers about our services.
In the first instance front line staff will try to resolve any spoken complaint informally at the time the complaint is made. If that is not possible or the customer wishes to make a formal complaint the member of staff will make every effort to assist them to do so and to explain what will happen to their complaint.
We will:
- acknowledge all formal complaints within three working days in writing
- investigate the complaint thoroughly
- provide a full response to the complaint within 10 working days
- record all formal and informal complaints and pass them to the Head of Corporate
Performance
- report on the number and nature of complaints to the performance management
review on a quarterly basis
- publish the number of complaints in our Annual Review, which you can access in the Our
performance section
We also abide by the standards of Calderdale Council, Connexions Kirklees and Next Step Yorkshire and Humber. Customers will be informed that they can complain to them if they do not feel that their complaint to us has been dealt with in a satisfactory way.
In the case of immigration matters, customers may complain in accordance with the
Complaints Policy as detailed above or contact the Office of the Immigration Services
Commissioner (OISC) direct T: 0207 211 1500 or W: www.oisc.org.uk
For more information on our Complaints Policy, please contact us via our feedback form
In order to ensure we meet our
promises, we record our contacts with you. This enables
us to contact you later to check how you are progressing
with your plans. We may also use this information to check
that you are satisfied with the service you receive.
We do not share this information with others without
your consent.
How you can help us
Your feedback really can make a difference and we take
feedback very seriously. Whether you have a complaint,
compliment or just general comment, we would like to
hear from you. We will reply within three working days.
You can use our feedback
form or you can contact our Head of Corporate Performance, Sarah Thorn T: 01484 226766 or E: sarah.thorn@ckcareers.org.uk
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