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Ongoing reviews needed of DDA compliant
buildings
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Now TDC is 100% DDA compliant, officers will
re-survey buildings to see if additional improvements can be
made
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Positioning of notices of proposed works to
trees
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Tree Officer informed it is essential that
site notices should be placed as close to the location of the tree
as possible in full public view. On occasions two or even three
notices may be required and this must be a judgement made on site
with the balance between being close to the tree and the notice
being publicly accessible. Tree Officer should err on the side of
caution and if he has any doubts to seek a second opinion from Line
Manager or Section Head
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Revenues - Delay in processing information
received and errors made when processing
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Emphasis is being placed on corporate target
for correspondence being processed within 10 days. We have
introduced a dedicated trainer who is also responsible for
undertaking quality checking. Therefore complaints identified
as officer error will be significantly reduced and errors will be
communicated to the member of staff concerned immediately.
Where required, further training will be provided
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Revenues - failure to notify customer that
their Direct Debit had been returned by the Bank unpaid
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A new system will be implemented by 30.06.08
that will allow letters to be automatically sent to customers where
their Direct Debit is returned unpaid
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Revenues - error with Direct Debit Instruction
being punched into system
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A new system will be implemented by 30.06.08
to avoid any Officer errors when putting Direct Debit details onto
an account. The system will identify immediately any errors made
(currently we have to wait for the Banks to identify this),
ensuring customers have no delay in their installments being
collected
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| Un-franked mail |
Franking machinery checked and procedures for manual
preparation and handling of outgoing mail revisited with staff, to
mitigate future risk |
| Litter |
Targeted street cleansing and increased frequency |
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Delay in delivering green bins
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Additional delivery crew added to clear the back log |
| Resident unaware of Christmas collection schedule |
Information will be sent out earlier and in a variety of
formats |
| Security fencing on allotments not aesthetically pleasing |
As a result of the learning outcome, the next time that
Allotment Service send out information/notifications to allotment
holders, they will provide an illustration of the proposed
fencing. Also, to try and make the fencing more aesthetically
pleasing, the Allotment Service will look to providing the fencing
in a green painted finish |
| Customers missing their ‘slot’ at the Gateway as their number
is not verbally called |
Additional screens have been ordered for the Gateway - customer
needs will be assessed at Greeter point and any additional
assistance identified at that stage
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Benefit’s written correspondence was hard to
understand
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All standard letters were reviewed and made
easier to understand
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Comprehensive site notes need to be taken to
support assessment of planning applications
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A training session, with all Planning Officers
from the Planning Applications Team in attendance, took place in
January 2008
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Planning applications - automatic consultation
letters not produced for neighbouring properties
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In 2008, the Council is moving into electronic
service delivery, which will include the production of an automatic
notification letter to all residents living adjacent to a proposed
development site
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| PC and telephone problems at the Broadstairs office |
Quarterly checks introduced to monitor service provision |
| Parking in front of re-cycling area of block of flats |
'No parking' signs installed |
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Wheeled bins not being delivered back to
relevant houses once emptied and owners unable to identify their
bins as they all look the same
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Stickers put on all bins for residents to
write their house number on
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Maggots in wheeled bins
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Leaflet produced and circulated in the next mailshot to
customers – advising how to avoid maggots in wheeled bins
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