Communities and Local Government
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Communities in Control: real people, real power - Review of redress
Getting it right, and righting the wrongs
In the Empowerment White Paper Communities in control: real people, real power the Secretary of State for Communities and Local Government promised to commission a review into redress for citizens when their council services fail to meet agreed standards. David Cook, Chief Executive of Kettering Borough Council, chaired this independent review and looked at the experience of service and redress provision from the customer's viewpoint, in partnership with public, private and third sector representatives (including, for example, the Local Government Association (LGA), the Local Government Ombudsman (LGO), Consumer Focus, Institute of Customer Service, Ipsos MORI, Tesco's and local authority representatives). In particular the Review looked at how a customer-focused approach can be embedded in the culture of local service providers, to ensure services deliver first time as well as deal better with complaints. The Review report Getting it right, and righting the wrongs was published on 17 June 2009.
The main output of the Review was a Practitioners' Toolkit, which was developed by local authority practitioners. The toolkit is intended to be a practical aid to help councils work with customers and other partners to identify key issues for improvement in both their service provision and systems of redress. Within the toolkit, a self assessment and improvement tool has been developed for each of three core themes - creating a service and remedy pledge, the importance of the frontline, and making partnerships work for the benefit of the customer.
The Department has been asked to support the testing and further development of the Practitioners' Toolkit and intends to do so through a £900,000 pilot programme, which the Minister announced on 17 June 2009. Further details of this programme will be announced shortly.
In this section
Related publications
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Getting it right, and righting the wrongs
- Published: 17 June 2009
- Site: Communities and neighbourhoods
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Getting it right, and righting the wrongs - Practitioners' Toolkit
- Published: 17 June 2009
- Site: Communities and neighbourhoods
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Communities in control: real people, real power
- Published: 9 July 2008
- Site: Communities and neighbourhoods
