Complaints
This includes
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Complaints Standards and Procedures
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Equality Impact Assessment
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Learning Outcomes and Actions
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Online Feedback Form
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Policy and Procedures
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Performance
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Satisfaction Surveys
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Correspondence
Our correspondence is monitored against our service standard of replying to you within 10 working days.
Correspondence covers letters, emails, faxes and web forms. Email performance is noted separately.
Summary of performance in 2011/2012
ENEHL has seen considerable improvement in the percentage of general correspondence and emails responded to in 10 working days compared to 2010/11. This is partly due to changes to the way we log the correspondence but also due to awareness training with staff about the need to keep in contact with our customers’ as soon as we can, ensuring that they are kept informed of steps we are taking to resolve their enquiry. ENEHL will continue to encourage staff to achieve the desired minimum performance level of responding to 80% of correspondence in 10 working days. This can take any shape or form, from a telephone call, to a visit or a letter.
Response to correspondence from MPs and Councillors has also improved in 2011/12 and the performance target of 80% of correspondence being answered in 10 working days has been exceeded. The team are now working towards maintaining this performance each month and to also ensuring that a full and informative answer is given at the first time of asking to avoid duplicate contacts.
Page updated May 2012