PROVIDING FIRST CLASS PARKS...

As part of our customer services policy, we are committed to providing first class parks and amenity services. But we can only do this by involving our customers at every stage. By listening to your views, we have produced the following Performance Standards which set out the minimum standards we seek to guarantee.

The standards are designed to be specific, so that we can measure our performance and report this to you each year.

However, we can only do this with your cooperation. Please tell us if you think the standards do not address the right issues or are not challenging enough, or if we are not achieving the standards.

You can tell us by:

• Taking part in the customer surveys we hold each year
• Using the "Your Comments" facility available at major parks and offices
• Using the Council's complaints procedure
• Telling a member of staff in person or by telephone
• Writing to the Assistant Director of Green Space and Street Scene   

Customer Satisfaction

Of the people we consult through formal consultation processes (questionnaires, surveys, etc.) we will aim to exceed the following percentages for those who are satisfied with the service in any one year:

• Allotments - 50%
• Cemeteries - 75%
• Outdoor Sports - 50%
• Parks - 50%

Complaint Recording

All complaints made to the Green Space Section, by letter, telephone or in person will be recorded on a computer database and given a unique reference number which can be referred to in any future dealings with the Section.

Written Correspondence

Respond to 80% of any written correspondence within 5 working days or send an acknowledgement within that time, followed up by a substantive response within 15 days.

Written Complaints

Achieve a reduction in the number of written complaints received by the Green Space Section;

• Allotments - less than 10 per year
• Cemeteries - less than 7 per year
• Outdoor Sports - less than 20 per year
• Parks - less than 30 per year.

Phone Calls

Answer 80% of phone calls within 5 rings or 15 seconds with the employee giving their name when answering

Services

Allotments

Increase the tenancy levels on the Council's managed sites by 2% per year

Grass Cutting

85% of reports of grass not being swept from adjacent hard surfaces after mowing will be rectified within 2 hours

Play Areas

Each area will be inspected and maintained at least once every week any report of vandalism to be inspected within 1 hour of the report and made safe within 2 hours

Quality

Achieve the following nationally accredited quality awards:

• Charter Mark - for excellence in customer service.  Neighbourhood Services were awarded the Charter Mark in August 2006. 
• The Peatland Charter - for the protection of peat bogs by using peat based products.  Erewash Borough Council joined the Peatland Charter in 1998 and to this day only uses peat free compost at its central nursery at West Park.
• Neighbourhood Services were awarded a "2 star and promising service" by the Audit Commision Report August 2006.

Standards

Comply fully with all relevant British Standards (BS) and all European Standards (EN) which are applicable to the Parks Service

Procedures

Display, in all publicly accessible buildings, the performance standards, complaints procedure and customer services policy

Prices

Display our Parks prices at all pay points

Staff Identity

At all times, all Green Space staff will carry or wear an identification badge clearly stating their name and job title.