You Said - We Did

Space, and issues of confidentiality do not permit us to publish our detailed responses to all the comments, compliments and complaints feedback we receive.

However, we feel it is important to highlight some of the key issues the public have raised with us, particularly where these have resulted in changes in the way in which we deliver our services.

In addition to responding to each item of feedback as it is received, we also undertake routine monitoring of all feedback received each month.

We also record and report key issues and actions to the council every three months, through both our senior management team and our Service Effectiveness Scrutiny Committee.

Overall numbers of CCC's received in the period October - December 2009
Month	Comments	Compliments	Complaints	Total
October	17	35	64	116
November	9	22	83	114
December	13	14	26	53
Total for Quarter	39	71	173	283

You said...We did
You said...	We did!	When you said it
On Tuesday 16 February I had occasion to take my youngest grandson to the Rutland Leisure Centre. As a disabled motorist I was happy to find parking outside the centre so that I could take him inside and book him in with the responsible adults. On returning for him at 12.00 noon I was unable to park as all of the disabled parking was filled by non disabled motorists. I went to the main centre to complain to the manager and was told that they allowed tutors to park in the disabled spaces but I could still park	The centre manager apologised for the standard of customer service received and will ensure that the barrier is kept locked at all times to prevent unauthorised access	February 2010
Complaint regarding wrong swim times on the website	Apologised and contacted the marketing department and have asked them to rectify this information as soon as possible	February 2010
Complaint regarding the cleanliness of the wet side changing area	We have requested an additional member of staff to be employed at peak times specifically to clean and check changing areas	February 2010
Complaint regarding pool times being changed and the changing rooms not being warm at all	Unfortunately we have had to make temporary changes to the swimming time table to accommodate Derbyshire County School. As a matter of safety they require exclusive access to the changing facilities. We did originally change the times but after customer comments opened at normal times, however customers had to get changed in the dry side changing rooms We did put posters up explaining the changes at each entrance to the changing facilities. However, it was disappointing to hear that you had not been informed of the changes at reception and have reiterated that all customers must be made aware. There is a particular setting on the heaters that if left heats the changing facility to a satisfactory level but users turn it up to a maximum level which then trips the safety cut out which results in the room becoming cold.	February 2010
Complaint regarding changing facilities during swimming lessons	We understand the frustrations about the cleaning of the temporary changing facilities. Staff have commented on how difficult it is to clean the temporary changing areas as thoroughly as they would like cleaning around users in cramped conditions	February 2010
Soap machines in toilets have been smashed off the wall, there’s no paper in any of the toilets	All of our public conveniences have been surveyed, and new soap and paper dispensers have been installed where required. Regular checks are made to ensure the cleanliness of our Public conveniences.	January 2010
I forgot my leisure card and was charged full price of £3.70 instead of the price of a senior citizen.	Unfortunately the price for a senior citizen has been replaced by the government's free swim pass, The borough has brought these cards and issued the first card free of charge to all customers, if a customer does not produce the card at the reception, the charge of an adult swim is incurred, there are signs displayed around the centre informing customers of this procedure.	Dec 2009
I would like to write showing our heartfelt appreciation and thanks to Julie Richardson and her staff who accommodated all our requests on our Captains Day	J Richardson sent a letter of thanks for the comments and mentioned that she would pass on the appreciation to the members of staff.	Nov 2009
My son has Stage 4 swimming lessons, but his lessons have been moved to 7pm or later on a week night. This is too late for my child as it clashes with his bedtime. I would like to ask you to reinstate Stage 4 lessons at an earlier time.	Gave apologies for the time of the Stage 4 lessons, and explained that for the next term we will make sure that an earlier slot is available for those lessons.	Nov 2009
Complaint about no PA system since the refurbishment of reception area	Unfortunately we had to take the system out during refurbishment but due to age and poor wiring were unable to replace it.	Nov 2009
Complaint regarding exercise for the heart class keep being cancelled and instructor not being informed or class members	The centre tries to accommodate all customers needs in a fair and accessible manner and no group should or does have priority, we feel that we have proved this by running the exercise for the heart class continuously over the summer period. We have had contractors in at the moment and had to make a decision about the class being cancelled for the work to be taken out which will benefit all classes	Nov 2009
Compliment about the wide variety of toys in the Fun splash session on a Sunday morning	Thanked customer for feedback, this information has been passed on to the relevant staff. We always appreciate feedback as this helps us to develop our services.	Nov 2009
Would like us to justify why we charge a signing on fee for the gym.	This fee of £22.20 has been approved by members of Erewash Borough Council and is in place at all leisure facilities in Erewash. Other local authority leisure centres in the East Midlands also implement a one off payment when taking out a direct debit including Broxtowe, Amber Valley and Nottingham City Council. The £22.20 is not only to set up your direct debit but also for the maintenance of your membership. This includes the monthly run which we are charged to do. It also covers any future problems and any amendments that you may wish to make to your membership. We do not charge for any correspondence or additional admin work that customers receive regarding their Gym membership and there is also no contract where you are tied in for a period of time. There are other options for gym memberships which do not require a signing on fee but require full payment up front. These include a 3 month, 6 month or yearly membership. From time to time we also have special promotions where the joining fee may be waived during a particular month, the most recent being in September of this year.	Oct 2009
The website for the Ilkeston Wellness Centre was not up-dated to state the changes of opening times on a Sat/Sun	Apologised for the incorrect information that you were given on our website. It is now up to date and has been rectified. We had initially contacted the relevant department when we implemented the changes, however this, unfortunately was not actioned.	Oct 2009
Complaint regarding the ladies changing rooms and wanting a gym only package	The swim and sauna with your gym membership were added as a free activity to boost the appeal of membership packages and we are in the process of a major refurbishment in the wet side changing areas and this will provide a first class facility for all our customers	Oct 2009
Complaint about the ratio of children to instructor in soccer tots	Agreed that the number in group was to high and put and assistant on during that class to help with the organisation and give support to the coach	Oct 2009
Not happy that you have stopped selling snacks at the golf club.	The vending machine at the Golf shop was provided on a trial basis from our vending company. Following the completion of the trial period and a financial review, it was clear that it would not be cost effective and therefore the machine has been removed.	Sept 2009
Complaint regarding the poor ventilation in the gym	The temperature is 16 degrees Celsius. Also each of the air-conditioning is attached to its own generator which is situated on an exterior wall outside the gym. These generators supply the air conditioning units with fresh air the used air in gym is sucked back into the air conditioning units. This process allows customers in the gym to breathe fresh air not re-circulated /re-conditioned air.	Sept 2009
Complaint about swimming lessons taking place during the summer holidays.	Unfortunately the decision was not just a Centre decision but a corporate decision the lessons will continue to carry on through next summer holidays also. If you wish to opt out of the block during the holiday period you can do so, however when booking back on priority will be given to the pupils who are already on lessons.	Sept 2009
Complaint regarding the showers in the female swimming changing rooms, they have been smelly and unpleasant for last couple of weeks.	We are aware of the drain smells and try to deal with on a regular basis, due to its age the drain smells are a major problem at this time. This has been investigated and highlighted on a full drain survey which recently took place. The council have been working hard to secure the investment needed for a full development of the swim change area including replacement of existing drainage and things are well under way for this to take place before the end of this financial year.	Sept 2009
Comment asking if the customer can have music on poolside during swim sessions	I can appreciate why you would like music to accompany your swimming and this has previously been considered. However when music has been previously used it has often resulted in complaints from other users either not wanting any music to wanting other stations on as they don’t like music that is on. A substantial amount is paid to the performing right society each year for music played on site. This includes any background, live and accompanying music used for classes. To include music on poolside would have a considerable impact upon that cost at a time when efficiency savings are of paramount importance.	Sept 2009
Processing times for Benefit claims was too long	We introduced a ‘2 days processing’ promise on complete New Claims received in the office	Point made to the Comments, Compliments and Complaints scheme Mar 2009
Long waiting times to provide supporting information claims for Benefit	We trained and designated Three Valleys Housing as a Verification site which allows them to photocopy documents and verify them as originals.	Point made to the Comments, Compliments and Complaints scheme Feb 2009
Incorrect information given by back office staff relating to a claim for Benefit	We re-trained all front and back office staff on this issue.	Point made to the Comments, Compliments and Complaints scheme Jan 2009
The paths that access Victoria park children’s play area are muddy quagmires and difficult to get through with a push chair.	New paths connecting the play area to the existing path network are to be provided later this year when the inclusive play extension is installed.	CCC received 2009.
Introduce more “Blitz” style clean ups	“Borough Blitz” now annual event. Dozens of community clean ups per year through Pride in Erewash scheme.	Member/Public consultation questionnaire March 2007
Provide “Butt Pouches” for cigarette ends.	Distributed through Pride in Erewash.	Member/Public consultation questionnaire March 2007
Use refuse lorries to promote services.	Grant money used to fit vehicles with promotional “sidings”.	Member/Public consultation questionnaire March 2007. Citizen’s Panel December 2007.
Increase the number of Schools involved in recycling.	50% of local schools now involved in free recycling scheme.	Neighbourhood Services Forum January 2007
Offenders to be used in clean ups.	Young offenders now offered option of cleaning up graffiti in lieu of fines. Young offenders used in Pride in Erewash clean ups.	Neighbourhood Services Forum January 2007
Provide more information (using view point)	Special four page supplement produced in view point summer 2007	Neighbourhood Services Focus Group February 2006
Increase Civic Pride in Young People.	Pride in Erewash scheme piloted then adopted.	Neighbourhood Services Focus Group February 2006
Increase the number of waste collections at Christmas.	Additional collections provided for waste and recycling at Christmas.	Neighbourhood Services Focus Group February 2006
Introduce dedicated hotline for reporting litter and fly tipping.	“Pride Line” introduced for confidential reporting of environmental crimes. 0115 8508383	Neighbourhood Services Focus Group February 2006
Offer a choice of containers for recycling.	From May 2008, Wheeled Bin to be offered as a chargeable option for residents.	Neighbourhood Services Focus Groups February /October 2006. From Council Complaints System. Citizen’s Panel December 2007.
Publicise when fines issued.	All fines and prosecutions now sent to papers for publication.	Neighbourhood Services Focus Group October 2006
Improve cleanliness at West Park recycling centre	Grant money used to provide security fencing and barrier to stop commercial lorries.	Neighbourhood Services Focus Group February 2006. From Council Complaints System.
Improve Stray Dog Collection Service.	Additional Neighbourhood Warden to be recruited in April 2008. Specialist Wardens to be trained.	Neighbourhood Services Focus Group February 2006
Reduce waiting times for face to face benefit enquiries	Introduced an appointments system to prevent unneccessary queuing	Point made to the Comments, Compliments and Complaints scheme
Take more action on people dropping litter.	Over 100 Fixed Penalty Notices issued in 2006/7	Citizens Panel November 2005
Take more action on fast food litter.	Council supported national “Food on the Go” initiative over 70 fast food outlets signed up in Ilkeston and Long Eaton town centres.	Citizens Panel November 2005. and Citizen’s Panel December 2007.
Increase the number of litter bins.	£10,000 grant used to buy “Node” recycling litter bins for use in town centres.	Citizens Panel November 2005 and Neighbourhood Services Focus Groups February /October 2006
Improve the Standard of Street Cleanliness	Indicator for percentage of streets in unacceptable state improved from 24% to under 10%.	Citizens Panel November 2005. From Council Complaints System. and Citizen’s Panel December 2007.
Increase the amount of street sweeping.	Council invested in additional Mechanical Street Cleansing Machine	Citizens Panel November 2005. From Council Complaints System.
Reduce the amount of weeds and leaves.	Council invested in additional Mechanical Foot Path Cleansing Machine	Citizens Panel November 2005. From Council Complaints System.
Take more action on dog fouling.	Additional Neighbourhood Warden to be recruited in April 2008. Specialist Wardens to be trained.	Citizens Panel November 2005 and Neighbourhood Services Forum January 2007. From Council Complaints System. Citizen’s Panel December 2007.

If you have any further comments or feedback on any of the above matters you can, of course raise these with us through our "Comments, Compliments, Complaints (opens in a new window)" system.

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