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Section
D:
Choosing The Method, A Guide to Community Consultation and Research Methods
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User Complaints and Comments Scheme
| Summary | These usually take the form of complaints or comments
forms that are available at service points and reception areas
or can be sent out to users on request. Schemes are most effective
when there is a system in place to ensure that the complaints/comments
are dealt with, responded to within a certain time period and form
part of regular service reviews. Complaints and comments schemes
should be well publicised to encourage feedback. |
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| Examples | The Council has a complaints form and a code of practice
for dealing with complaints. Services sections have their own monitoring
systems and review complaints at least annually. Bradford Council’s sports centres and swimming pools have a comments card scheme where customers are asked a few questions about the quality of service they have received and are given the opportunity to comment on any aspect of the service. From the comments cards, 4 weekly summaries are produced which are reviewed by service managers. |
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| Useful for | Unlike most other consultation methods, complaints/comments
forms provide continuous feedback on a service. Useful for identifying
problem areas and as a source of new ideas and suggestions. |
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| Not useful | Do not provide balanced or representative feedback
from service users as people tend to complete these forms when
something has gone wrong or they are not satisfied – i.e.
the focus is on the negative. Complaints schemes are not useful
for monitoring performance as a good scheme should encourage complaints |
|
| Equal Rights | Respondents must be literate. For Asian language
speakers who do not read or write English, forms will need to be
made available in different languages. Those with visual impairments
will need to be accommodated (e.g. with large print or Braille
versions of the form). Complaints that deal specifically with race,
gender, or disability should be recorded. Top |
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| Costs | Minimal in-house running costs. | |
| Time Scale | 1-2 months to set up. |
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| Contact | Richard Smith | 01274 433839 |
| Steve Warner | 01535 681763 | |
| Sports centres comments scheme | ||
| Top | ||
| Section C | 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 | Section E |
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Introduction and Framework Section A Section B Section C Section D Section E |
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