Compliments, Complaints &
No formal complaints were received during this period. The
elections team do log informal complaints
against the service it provides - this helps us learn from
possible mistakes and provide a better service. Complaints
are categorised as follows:
|2012 Police & Crime Commissioner
|2011 Referendum & full District and
|2010 Parliamentary General Election
|2009 County & European Elections
|2008 No Elections
|2007 District & Parish
All such complaints are investigated by the Electoral Manager
and appropriate action taken in order to prevent future problems.
Complaints allow us to review our procedures. For example
where a customer receives poor service this may be identified
as a training issue so we can address a problem and
learn from our mistakes.
Compliments and Comments
Each year during the Autumn annual canvass some 9,000
forms are processed with amendments and during
2011 just four complaints were raised, out of 45,500
forms hand delivered to all households. Two complaints
involved one canvasser during the difficult door-knocking
stage and this has been addressed as a training issue.
Compliments exceed complaints, and during the year, six e-mailed
comments were received thanking staff for their speedy response and
helpfulness during the year. No record is kept of verbal messages
One constructive comment was received about the operation of the
electronic canvass registration service about introducing a
shortcut for speedier registration for no changes, this has been
passed to our software supplier to consider.
Once again very positive feedback on use of the electronic means
of registering were received e.g.
"Thank you for making it so easy to
return the required information back to the Council, your site is
very user friendly".
"Excellent and so easy to register
During every election each elector received either a poll card
or a postal voters poll card - some 84,000 contacts with our 45,000
households and 10,000 postal vote packs sent out.
Again during 2012, four complaints were during the annual
canvass and one at a by-election and yet again, more than twice as
many compliments were received.
As you can see from the table above, most complaints occur in
busy electoral years.
Example comments include:
"Thank you for your incredibly useful reply -
I'm very happy to hear that I can vote after all". E-mailed
comment April 2010 during the Parliamentary election concerning an
overseas elector's query.
"That’s brilliant, many thanks for your
help". E-mailed comment about helping an elector get register
during the May 2011 elections.
"South Staffordshire has always provided
excellent electoral services in my view and continues to do
so. Well done". Comment on customer survey form - issued
to a random sample of voters - after the 2011 elections.
"Training provided (to polling staff by
the Electoral Services Manager) easier to understand than in
previous years and more concise. Better visual demonstrations
and examples." Training session feedback sheet - April
If you have any concerns, comments, complaints or
compliments we want to hear from you.
We also want to hear from you if you feel you have been
Electoral & Emergency Planning Manager
Phone: (01902) 696119
General queries Helpline (01902) 696121
Fax (01902) 696800
Alternatively you can write to us at the address below:
Electoral & Emergency Planning
South Staffordshire Council