Complaints 15, Compliments 5, Suggestions/Comments 11
Thank you for your feedback!
From April to June 2010 we received feedback on the following issues via our online feedback form:
A number of customers alerted us to occasional technical problems they experienced whilst using our website services. These included alerts about broken or missing links, document download problems and other issues pertaining to the accuracy or format of publications. Each incident was investigated by the relevant teams who then took steps to address them. On other occasions the Publications ordering process was praised for its ease.
A number of complaints were made by individual licensing applicants relating to refusals, other related decisions or the overall speed of the process. All were dealt with fully at a senior level.
One complaint was received about a problem with the ELS application process, the relevant team responded and assisted the applicant. A number of complaints relating to objections to work being undertaken under the auspices of Natural England Environmental schemes were also received, in each instances the team responded with full explanations and assurances.
Praise was also recorded for individual staff for their work assisting customers with applications, supporting community groups through ‘talks’ and input into third party events.
Compliments received from members of the public who had enjoyed NNR hosted events, such as the Dawn Walks. Complaints were raised by some users relating to signage, other users and site restrictions – all of which were fully addressed in responses and action taken where necessary.