Council Gets Top Marks for Customer Care
9th April 2008
The Highland Council has been awarded the Charter Mark Standard for excellence in customer service delivery for its network of 37 Service Points and its Service Centre at Alness.
After first achieving Charter Mark status in 1999, this is the fifth time that the Cabinet Office has presented the Council with this UK Government award which recognises top quality service delivery.
The Council's Service Centre at Alness handles on average 6,000 to 6,400 telephone calls each week from the public. Last year, 299,188 calls were dealt with and 98% of customers surveyed said they were satisfied with a further 97% saying that they were very or extremely satisfied with the service.
Customers can also get face to face access to a wide range of services five days a week by visiting one of the 37 Service Points in person. Services include payment of rent, council tax and other council bills; arrangement of special refuse collections; application for local authority housing and report repairs and faults; application forms for a range of council benefits, including housing and council tax benefit, free school meals, school clothing grants and travel cards.
During a visit to the Service Centre in Alness, The Highland Council Convener, Councillor Sandy Park took the opportunity to thank frontline staff for the first class service they provide to the public.
Councillor Park said: "Our Service Centre in Alness, and the network of Service Points we have across the Highlands are our front door to the public, a flagship service which puts customer needs and aspirations first. Due to the geographical spread of the Highlands, it is challenging for us to provide services locally but feedback from the public is that they appreciate the service we provide. Everyone within the network deserves tremendous credit for the amount of work that has gone into providing the high level of service which has resulted in Charter Mark success. We are continually monitoring how we are doing and I would like to assure all our customers that we will carry on looking at ways of improving and developing our performance even more."
Consumer complaints about second-hand cars have topped the complaints "league table" in Scotland for many years. Common problems include mechanical issues, misdescribed cars and history.
Changes to a number of Polling Districts and Polling Places in the Highlands were agreed yesterday (Thursday 5 September 2019) at the meeting of The Highland Council. Members approved a new Scheme of Polling Districts and Polling Places that will be in place for the next four years.
As part of The Highland Council's Redesign, the Council has announced two further appointments to new posts of Executive Chief Officer (ECO). Stuart Black, Director of Development and Infrastructure, will take up the post of ECO for Transformation and Economy at the end of the month.
Kings Golf Club Inverness, (formerly known as Torvean Golf Club), has officially opened a new course and clubhouse on the north side of the A82 trunk road, on the outskirts of Inverness, marking the completion of a £12.35M investment as part of the Inverness West Link Road project. The official opening ceremony took place today, Friday 30th August 2019, with special guest Bernard Gallagher, former three times Ryder Cup Captain and the Provost of Inverness Helen Carmichael.
The Highland Council is now inviting applications for Community Transport grant funding, to cover the three-year period from April 2020 - March 2023. The Council encourages both current grant recipients and new applicants to submit applications.
During the Caithness Committee on Tuesday 27 August 2019 Members had the opportunity to review progress of the capital programme for the area and scrutinise the amount of money spent to date. The current year's capital investment allocation for projects in the Caithness area is £4,210,000.
Members have, at a special council meeting today, agreed a top priority for the Scottish Government New Schools Investment Programme bid. Members agreed that the proposed Tain 3-18 Campus project is nominated as The Highland Council's priority for consideration by the Scottish Government for inclusion in the initial phase of the New Schools Investment Programme with a delivery timescale by the end of 2021.
At this time of year many householders are thinking of their gardens, keeping them tidy or seeing to those jobs that need done before the weather turns. This is also the same time of year for criminals to take advantage of this and prey on the unsuspecting.
The Council has successfully distributed more than 20,000 Chromebook devices to all its schools to support learners to acquire key technology and life skills in facilitating a digitally enabled generation. Based on the ICT in Learning Strategic Action Plan 2015, The Highland Council started the Chromebook Project in November 2017 where every pupil in P6-S6 will be allocated a Chromebook for their use in school and at home for educational purposes and P1-P5 pupils will have access to Chromebooks at school on a 1:5 ratio.
Considerable effort has been focussed on returning young people to Highland. Since the Councils enhanced Placement Programme began in June 2018, 34 young people have returned to Highland or circumvented OOA (Out of Authority) avoiding costs of over £5M as compared with these young people remaining out of area for a year.
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