Communities and neighbourhoods

Getting it right, and righting the wrongs

Published	17 June 2009
Type(s)	Reports and summaries
Site	Communities and neighbourhoods
ISBN	9781409815181
Price	Free

Summary

In 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 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 findings and recommendations in this report are those of the consultant authors and do not necessarily represent the views or proposed policies of Communities and Local Government.

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Getting it right, and righting the wrongs
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