Complaints/compliments procedure
Complaints procedure
Our aim is to deal with all complaints effectively and efficiently and to take immediate remedial action to resolve the complaint and to take steps to avoid a re-occurrence. The following procedure will be activated when a written complaint (i.e. via email or letter) is received.
Any matters of dispute or dissatisfaction, after having been addressed initially by the Senior Supervisor or Team Leader, regarding the services provided or standards described in this Agreement should be escalated as follows:
First level
The matter, if unresolved, should be raised with the manager responsible for the service section who will review the matter within four working days. If the matter is complex and it is not possible to fully resolve within this timescale then an interim response will be made within the four working days, and the matter finally resolved within seven working days.
| Section | Person Responsible |
|---|---|
| Maintenance | Derrick Harris |
| Cleaning | Linda Clarke |
| Waste Management | Kelia Hurley |
| Portering | Kelia Hurley |
| Security and car parking | Steve Cosby |
| Mail and delivery | Kelia Hurley |
| Reception and switchboard | Kelia Hurley |
| Grounds and sports grounds | Julian Eastwood |
| Environment and Transport | Paul Taylor |
| Design and Projects | Matthew Waite |
| Space planning and information | Jo Ledger |
| Helpdesk | Denise Bradshaw |
| Commercial Services | Ian Hardwick |
| Timetabling | Simon Arnold |
Second level
The matter should be referred to the Head of Section who will review the issue and endeavour to resolve it within four working days or if complex within seven working days as described in the first level.
| Section | Person Responsible |
|---|---|
| Maintenance and Operations | Terry Cox |
| Security and Support Services | David Preston |
| Project Management Services | Terry Cox |
| Space Planning and Information | Terry Cox |
| Sustainability | Terry Cox |
| Timetabling | Simon Arnold |
| Commercial Services | David Preston |
Third level
If the matter remains unresolved having exhausted all levels of the issue, together with appropriate management and customer reports, should be forwarded to the Director of Estates, Gill Winder. A final review and response will be made to the complainant within 14 working days.
Compliments procedure
Our staff work extremely hard to look after the estate and its environment for staff and students.
As such, we welcome:
- Constructive criticism and comments to enable us to improve our service in the future
- Compliments where they are well deserved because they are important in assisting with staff motivation
- In respect of complaints and compliments generally
We would like you to:
- Liaise through the Helpdesk to resolve difficulties or pass on compliments
- Escalate your complaint to the appropriate member of staff as described in the complaints procedure
- Complete our customer satisfaction and/or complaints form so that we can monitor and identify trends
- Provide us with as much information as possible so that we can investigate your complaint thoroughly
Follow us