Customer Satisfaction
We carry out regular surveys to find out what our customers think about our service. These are the results for last year from those who responded to our surveys:
- 100% of customers were either satisfied or very satisfied with the licensing service.
- 100% of delegates who attended the Noise Action Week workshop were either satisfied or very satisfied with the event.
- 100% satisfaction with the quality of advice and helpfulness of inspectors.
The Food & Safety team
Each year we:
- Carry out approximately 620 Food Hygiene and Health & Safety inspections
- Maintain the Safe-2-Eat website which publicises the latest food hygiene ratings for all food businesses in the Borough
- Investigate approximately 100 food hygiene complaints, 100 health and safety complaints, 220 accidents and 320 infectious disease and food borne illness notifications
- Participate in 3 National health and safety campaigns
- Facilitate 4 warehouse training forums
- Deliver 8 food hygiene courses
- Collect and analyse approximately 200 food samples
- Respond to 50 National food hazard warnings
The Licensing team
Each year we:
- Process over 700 applications for licensable activities including sale and supply of alcohol, regulated entertainment and the late night refreshment
- Process over 125 licences, permits and registrations relating to gambling premises and lotteries
- Process over 100 licences and registrations relating to tattooing, cosmetic piercing, acupuncture, animal welfare premises (such as kennels, catteries and riding schools), scrap metal dealers and tables and chairs on the highway.
- Investigate approximately 140 complaints about these licensed trades.
- Process over 900 licenses relating to drivers, vehicles and operators of private hire and hackney carriage vehicles.
The Environmental Protection team
Each year we:
- Investigate and take appropriate action to resolve approximately 1000 noise nuisance complaints each year
- Investigate and take appropriate action to resolve a further 400 other nuisance complaints, e.g. bonfires, blocked sewer complaints etc.
- Carry out approximately 50 inspections of industrial processes (e.g. the crematorium, print works etc.) to ensure compliance with Permit
- Review approximately 50 contaminated land site investigation reports through the planning process to ensure land is suitable for use.
- Take and analyse over 120 samples from private water supplies to ensure the water is safe to drink.
- Monitor local air quality and undertake yearly review to ensure National air quality standards are met
- Consider the environmental implications (i.e. noise, contaminated land, odour and air quality) of approximately 500 Planning consultations and recommend appropriate conditions and/or refusal
- Respond to approximately 50 Premises Licence applications (for pubs, clubs etc.) to ensure regulated entertainment does not cause a nuisance
Positive Feedback
Below are some examples of customer compliments:
- Having received the Taxi/Private Hire Newsletter and read it from cover to cover, I feel that you should all be congratulated on its presentation and contents.
- To Barbara and the EH Team. With our thanks for your help and support over the past two years.
- I do not wish to renew my Private Hire Drivers Licence…I would like to take this opportunity to thank you all for the help over the last twenty years or so and hope you keep your great standards.
- Really good worthwhile event. Thank you (Noise Action Week forum)
Negative feedback
Some businesses are unhappy that inspections are undertaken without making an appointment. The reason we have such powers is to be able to view the business as it operates under normal circumstances. This can only be carried out by making an unannounced visit, however we appreciate such inspections may be inconvenient and endeavour to minimise any disruption.
Complaints
If you are unhappy with the way a service is provided please speak to the member of staff you have been dealing with. If they cannot resolve your problem the council has a formal complaints procedure what can be used. Further details click here.
The following table shows the number of corporate complaints that the Environmental Health & Licensing teams have received in the last 3 years.
|
Year |
Number received |
As a percentage of the total received by the council |
% responded to within 10 working days |
|
2005/06 |
8 |
1% |
87% |
|
2006/07 |
7 |
2% |
100% |
|
2007/08 |
13 |
3% |
82% |
Nearly all these complaints were resolved at the initial stage of the council’s corporate complaint procedure. However in 2007/08 two complainants escalated their complaint to the Local Government Ombudsman (LGO). In neither case did the LGO find any maladministration. Details of complaints made against the council can be found by clicking here.
We always welcome comments and suggestions as to how we can enhance our services. Please click here to send us your comments.