Education Leeds - "We'll Listen and Learn"
You said it.......we did it!
Many organisations say they welcome feedback on their service but do they change anything as a result? We listen and learn from feedback we receive, and implement improvements wherever we can. Here are some examples of how we changed what we do to ensure we are getting it right for you.
School governors
You told us you sometimes found it difficult to attend training due to travel difficulties.
We have introduced a new website (GEL) which offers e-learning specifically for governors.
Schools and colleges
You asked for more information to be available regarding diplomas in Leeds.
We have now produced a special edition of the "In the Know" newsletter dedicated to information regarding diplomas.
Parents and children and young people
You said you weren't sure how to apply for free home to school transport.
We've produced leaflets for 2008 to 2009 and for 2009 to 2010 and sent them to every school in and around Leeds. We've asked primary schools to give them out to all pupils who are in Year 6, just before they leave to go to secondary school, and we've asked all the schools to keep some in their reception areas.
You said you weren't sure which form to download when you wanted to apply for help with travel costs to and from school.
We have made changes so that, for 2009 to 2010, you can use the same form, whichever school your child attends.
You said you wanted to know more about the Education Transport appeals procedure.
We've produced detailed guidance notes and we send these out to everyone who asks us for an appeal form.
How to compliment, comment or complain about services provided by Education Leeds
At Education Leeds we aim to provide services of a high standard to everybody in the community, but sometimes things do go wrong. When this happens we want to hear from you so that we can sort it out and learn from our mistakes. You can contact us by any means which is best for to you.
Compliments and Comments
If we have got things right we would also like to hear from you. We welcome your compliments, suggestions and comments as they help us to improve our services. If you are happy with our service, please tell us! We will make sure your compliments are passed onto the staff concerned. Please e-mail us at education.communications@educationleeds.co.uk.
Quicklinks:
What should I do if I am not happy with one of your services? (Stage 1)
What should I do if am not happy with the senior Manager's response? (Stage 2)
What I should do if I am still not happy? - Contacting the Local Ombudsman? (Stage 3)
Are all complaints dealt with in this way?
What should I do if I am not happy with one of your services? (Stage 1)
The people who provide the service are best placed to deal with any complaint in the first place. We can usually help put things right if you tell us. You can contact us and make a complaint by:
If the person dealing with you cannot resolve the problem, they will refer your complaint on to a service manager. If it is not possible to sort your problem out immediately, they will let you know how long it should take. We aim to respond to your complaint and provide you with a full response within 15 working days. If your complaint is complicated we may need longer to investigate it. If we do, we will explain why and when you can expect a response.
What should I do if am not happy with the service manager's response? (Stage 2)
If you are not satisfied with the response given to you at Stage 1, you can now complain to the Customer Relations Manager (CRM) who will acknowledge your complaint within 3 working days. The CRM will arrange for a senior Investigating Officer to investigate the way in which your complaint has been handled and will make recommendations for the Chief Executive of Education Leeds to consider. You should expect to receive a response within 15 working days. If it is going to take longer than this we will again explain why and when you can expect a full reply.
What should I do if I am still not happy? (Stage 3)
The Local Government Ombudsman
If you are not satisfied with the way we have handled your complaint, you can complain to the Local Government Ombudsman. This is an independent national service that investigates complaints about local councils and associated organisations. You can make a complaint to the Ombudsman at any time, but they will normally only investigate if you have already been through the Education Leeds Compliments & Complaints procedure.
To contact the Local Government Ombudsman you should contact:
Anne Seex
The Commission for Local Administration
Beverley House
17 Shipton Road
York
YO3 6FZ
Tel: 01904 380200
email: enquiries@lgo.org.uk
Are all complaints dealt with in this way?
No. There are separate legal procedures covering, for example:
- appeals about a refusal to provide your child with a school place of your preference;
- objections against exclusion of your child from school;
- objections to a decision to close a school;
- staff grievance and disciplinary incidents.
The details for our Customer Relations Manager are:
Customer Relations Manager
10 West, 10th Floor,
Merrion House
110 Merrion Centre
Leeds
LS2 8DT
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