 Suggestions and compliments
Would you like to help us improve our Electoral Registration Service?
Suggestions
We aim to provide a high-quality service but there is always room for improvement. We collect ideas and suggestions at some service points, from those external organisations we work with, other Council Departments and our own staff, and carry out surveys of customer opinions.
We welcome suggestions and value opinions from our residents. If you can think of a way we can improve the service we deliver, we want to hear from you!
How to make a suggestion
If you want to make a suggestion about our services, you should write to Gerald Jones, the Chief Executive and Director of Administration at:
Wandsworth Council
Town Hall
Wandsworth High Street
London SW18 2PU
Tel: 020 8871 6001
Email: gkjones@wandsworth.gov.uk
He will look at your suggestion and write back to you, telling you whether or not we will be able to use your suggestion.
Our promise
We will take all suggestions seriously and carefully consider each suggestion. We will write back to you within ten working days. If it takes longer than this to deal with your suggestion, we will keep you informed. If we do not take up your suggestion, we will explain our reasons to you.
Number of suggestions
A total of 43 suggestions have been made in the last year, and these have been received from members of the public, organisations we work with, other Council Departments, and our own staff.
Each suggestion is discussed amongst staff, approval sought from senior management, and decisions are made whether to use these subject to practicality and cost, and most are implemented.
Some suggestions that have been implemented
From feedback received via the Survey carried out with Black and Minority Ethnic (BME) groups in 2005/06, a translated page of the most widely spoken languages in the Borough has been added to our website. There is also a sign language video on the 'How to Register to vote' page. The Service's Citizen's Charter also has new translations.
An Equality Impact Assessment was carried out in early 2007 and a blind elector was interviewed in her home to ask for her views on the service we provide. She made several suggestions for improvements and those that have or will be implemented are as follows:-
- Instead of producing our enlarged information in 48 Arial font we now produce it in 30 Arial bold, capitals.
- A focus group is being held in early 2008 with members of the Thomas Pocklington Resource Centre in order for us to seek the views of more of our residents who are blind or partially sighted.
- Changes to her polling station will be made in order to ensure that when she votes it is a more positive experience than it has been in the past.
As a result of staff suggestions the following have been implemented:-
- When recruiting for canvassers in 2007 an advert was placed on all staff pay slips. This led to several appointments being made.
- Electoral Registration staff now recylce more effectively.
- As some members of the public were visiting our website even though they lived in other boroughs we have added extra wording to our website advising that only Wandsworth residents should contact us. We have also provided a link to the 'About my vote' Electoral Commission website in order for them to identify their council.
- The household registration form use to use the wording "You are required by law to register to vote". However, this was confusing to those people who do not qualify to vote and therefore the wording was changed to read "you are required by law to provide the requested information".
- As a result of a survey carried out regarding the number of properties that are impossible to gain access to, several areas have been made all postal canvasses in order to maximise the return of forms in these areas.
- The canvass started a week later in order to avoid the August Bank Holiday when many people are still on holiday and might overlook their initially delivered form when they return home.
Compliments
We are always really pleased when we receive positive feedback about the service we have provided.
Number of compliments
1 April 2002 - 31 March 2003: 112
1 April 2003 - 31 March 2004: 53
1 April 2004 - 31 March 2005: 152
1 April 2005 - 31 March 2006: 148
1 April 2006 - 1 December 2006: 201
5 December 2006 - 14 November 2007: 322
Some of the compliments received in 2007
"Thanks very much for your swift and helpful response."
"Thanks for the prompt and friendly response - always nice to deal with someone who is very obviously doing their job really well!"
"Terribly efficient service, thank you."
"What a fast, efficient service you're running there!"
"Form received, with thanks. I am most appreciative of your efficiency and charm."
"Thank you for the prompt response. I can not thank you enough for the excellent service you gave me this afternoon."
"Humanitarian approach is very much appreciated."
"Kindness shown to me as well as consideration."
"It is such a nice feeling to go on business and have members of staff to assist with such helful ways and warm personality."
"It was a pleasure to speak with staff at the Electoral Registration office on the phone - their courtesy and efficiency was striking and noticebly of a higher standard than most other services I've dealt with (non-council) Thank you."
"Splendid, really astonished to see the response so quick and simple, Hats off. Keep it up."
"Lovely, friendly and polite memebr of staff answered the phone."
"Courtesy shown by your staff is excellent."
"Very efficient service! simple, fast!"
"So efficient, competant and easy to deal with as Wandsworth Council always is. Thank you!!"
"I wish all offices could be like this one. Very good indeed."
"You offer an extremely valued service, and do the work exceedingly well!"
"One of the best run departments (from a users point of view)"
"A seamless service for a complex business within a borough of diverse needs and communities, congratulations." |
