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Birmingham City Council

Birmingham City Laboratories - Customer Feedback


Birmingham City Laboratories - Customer Satisfaction Results

Criteria

2010/11

% Satisfied or highly satisfied

2011/12

% Satisfied or highly satisfied

Technical knowledge and competence of staff.

100%

100%

Staff professionalism

100%

98%

Communication

95%

98%

Clarity and quality of reports produced.

98%

98%

Turnaround times.

89%

95%

Initial response to your request.

100%

98%

Invoicing arrangements.

95%

90%

Procuring our service.


98%

93%

Price charged

98%

88%

Overall quality of service.


95%

93%


"Your Views" Procedure
What will happen if you make a complaint about a service you have received, or the way an officer has dealt with you?

We hope that the service we provide meets your needs and expectations. However, we recognize that occasionally our service may fall below the high standards we set ourselves. This procedure enables you to bring any such problems to our attention.

It is important that you provide us with as much detail as possible about what has happened. We cannot respond to anonymous complaints. We undertake to respond to complaints in the following manner.

Your complaint will be taken seriously and you will be dealt with fairly and courteously.

You will be told within 24 hours the name of the Officer investigating your complaint.

You will be contacted within the first 24 hours by the Investigating Officer.

The Investigating Officer will try to resolve your complaint informally within 48 hours of speaking to you (an interpreter will be provided if required).

For any investigation taking longer than 48 hours, we will aim to complete it within 14 days and we will provide you with a written reply.

If we cannot complete the investigation within 14 days, we will tell you, and give you a date by which the investigation should be completed.

You will be given an opportunity to discuss the result of the investigation.

You will also be told who you can complain to if you are not happy with the outcome of the investigation.

Please send your compliment, comment or complaint to:

Ann Hyland,
Your Views Co-ordinator,
Regulation and Enforcement
Lancaster Circus
PO BOX 15908
Birmingham B2 2UD

Tel: 0121 303 6999
Fax: 0121 303 6994
E-mail: ann.hyland@birmingham.gov.uk