Points of View – talk to them, not a brick wall.

If you have a comment about Canterbury City Council’s services – povlogowhether it is good or bad – they would like to know.

What is the Points of View scheme ?

Points of View is the name of their comments scheme. They want to actively encourage you (their customers) to give them your opinions about any of their services. This can be in the form of any comment, compliment, complaint, suggestion or any other point of view.


Why are they interested in your point of view?

They want to make sure their services meet the needs and wishes of the people who use them or are affected by them. This is why your views on their services are important and why they have introduced the Points of View scheme to make it easier for you to let them know what you think of them.

If you are pleased with a service they provide or the way a member of staff has dealt with you, they would like to know.

If you are unhappy with the level of service received or in the way a member of staff has dealt with you; if you are upset about something they have done, or something you think they have not done; let them know. Wherever possible they want to put things right quickly and if there is a problem they want to stop it happening again.

If you have an idea or suggestion that could help them improve their services, why not tell them?

Their commitment to providing quality services has been recognised by independent government inspectors who carried out an assessment of Canterbury City Council’s services and declared them an ‘excellent’ council. To ensure that they continue to deliver an excellent service, they need your feedback.


How can you give them your point of view?

You can give them your point of view in any of the following ways:

Online

Complete their online form

By completing a Points of View comments card

These are available at all of their offices, information centres, museums, galleries and libraries, and are already addressed and postage paid.

By phone (for points of view on specific services)

Most of their departments have direct dial phone numbers. Their Contact Centre operators will either be able to help you directly, or transfer you to the correct person.

By phone (for general Points of View enquiries) – freephone

Call their freephone number if you have a general query, are unsure of who you should contact, or need advice before making any comment on their services.

In person

You can give them your point of view in person at any of their offices.

You need to go to reception and a member of staff will help you.


What happens after you’ve given your point of view?

Where a reply is needed they aim to provide a full reply within 14 days. If they are unable to do this, they will let you know who is dealing with it; their telephone number; when you can expect to receive a full reply; and they will keep you up-to-date with the latest progress.

If your point of view is a complaint, they will explain in their reply what you can do if you are not satisfied with the outcome. This is also explained in the ‘what can you do if you’re dissatisfied with the reply?’ section.

All departments keep a record of the comments, compliments and complaints received and use them to look at the services provided to see if they can be improved. A summary of this information is also reported quarterly to the Strategic Management Team. The names and addresses of people who send them their views are not reported as all personal details are treated in the strictest confidence.

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