Improvement Service

Agenda for the meeting of the Scottish esd Toolkit Local Community meeting on 24 June 2009

In Communities in control: real people, real power the Secretary of State for Communities and Local Government promised to commission a review into redress for citizens when their council services fail to meet agreed standards. David Cook, Chief Executive of Kettering Borough Council, chaired this independent review and looked at the experience of service and redress provision from the customer's viewpoint. In particular the Review looked at how a customer-focused approach can be embedded in the culture of local service providers, to ensure services deliver first time as well as deal better with complaints. There is a Practitioners Toolkit which accompanies this report at http://www.communities.gov.uk/documents/communities/pdf/1258307.pdf (http://www.communities.gov.uk/documents/communities/pdf/1258307.pdf)