Hi everyone,
As part of improving customer satisfaction, I am part of a team reviewing how complaints are handled across all council services, in the first instance. What I need at the moment is a definition or clear guidelines for staff on what is considered a complaint and what is considered a service request. For example, if someone contacts the council saying that their bin hasnt been collected, then this is actually a service request. However, if the same person contacts the council to say their bin hasnt been collected for three weeks running then this would be a service complaint.
Can anyone send me information on what their authority considers to be a complaint and what they consider not to be a complaint? Like wise, if it's easier, to give clear examples of what would be considered a service request.
Please could you reply directly to my inbox?
Many thanks
Helen Neal
Performance and Policy Librarian
Cheshire West and Chester Council
Tel: 01244 977389
Email: [log in to unmask]
Location: Chester Library, Northgate Street, Chester, CH1 2EF
Visit: www.cheshirewestandchester.gov.uk
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