We always welcome customer comments and suggestions about any aspect of our service.
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| If you would like to make a comment or suggestion, please feel free to do so. We can be contacted by telephone, fax, email and online feedback form, or please call in to the schools library and visit us in person. |
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COMPLAINTS PROCEDURE |
1. All staff will actively encourage and welcome comments and complaints in order to obtain feedback and effect any necessary service improvements.
2. All problems will be dealt with fully and solved wherever possible.
3. All complaints, either written or verbal, will be recorded on complaints monitoring forms along with details of the action taken.
4. All comments/complaints will be passed immediately to Chris Selby, the SLS Manager, or Alison Court, the SLS Librarian. These will be replied to as soon as possible.
5. Any customers dissatisfied with the response received from Chris Selby or Alison Court, may take their complaint to Mary Palmer, the Principal Officer, Libraries.
CONTACT DETAILS
Chris Selby:
Telephone:
01495-235563
Fax: 01495-235566
Alison Court:
Telephone: 01495-235564
Fax:
01495-235566
Mary Palmer:
Telephone:
01495-235585
Fax: 01495-235567
Email sls@Caerphilly.gov.uk or use our online feedback form here |
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Analysis of Compliments, Complaints and Suggestions.
April 2005- March 2006 |
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Compliments |
Date received |
Action taken if necessary |
The books have been well used this term" |
12.04.05 |
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Excellent service |
14.04.05 |
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Excellent selection this term " |
21.04.05 |
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Excellent service and help |
22.04.05 |
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"Lovely, helpful service |
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Always excellent, friendly service when I call into the library " |
19.05.05 |
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Selection of books are always appropriate to age range, variety of books sent is very good |
08.05.05 |
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Many project areas are enhanced by the additional up to date reference books supplied |
08.05.05 |
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You have an excellent service. Staff always helpful and ready with advice if needed |
05.07.05 |
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This survey has made us aware that there are services we are not making full use of at the moment. We will make more use of them in the coming year |
08.07.05 |
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We all value the SLS facility and regard it as a most important and supportive resource |
12.09.05 |
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Project loans and big books are a valuable resource |
20.09.05 |
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Makes a different way of learning possible development of independent learning skills not possible in classroom in same way. |
20.09.05
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We are delighted with the support your library service has given to our school enrichment programme |
29.09.05 |
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think you have everything well covered and I will start using the information supplied through using the computer |
05.10.05 |
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The increase in fiction books is much appreciated" |
03.11.05 |
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The service and care provided by the library staff are exemplary, helpful, considerate and professional. It is a service you fgeel comfortable using and the friendly approach encourages a person not familiar with the service to be soon orientated to the set up. |
12.01.06 |
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Staff have stopped and gone out of their way to give help and advice. |
12.01.06 |
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I am quite a regular user of the Schools Library Service and I think it is a very valuable facility indeed. I have always found the staff very willing and helpful in all respects. |
13.01.06 |
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Total =16 |
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Suggestions |
Date received |
Action taken if necessary |
Thank you for all the help we have received History and Geography. Some topics are ongoing throughout the school year, is it possible to retain these books for that time period? |
04.07.05 |
05.07.05 – Teachers books renewed. |
Can we go back to enclosing next term orders with the previous terms collection so that only one date has to be remembered |
04.07.05 |
06.07.05 - this will be arranged for next erm. |
Longer duration for loans |
08.07.05 |
11.07.05 – Teacher telephoned and it was explained that schools have the option to renew their resources for a further term if required. |
I have availed myself of your author visits programme but would like more opportunities to bring authors, poets to meet children |
11.07.05 |
12.07.05 -It was explained that SLS has limited funding for author visits, which have to be shared amongst all of our schools but details of academi passed on to teacher. |
Fiction exchange for each year group - as very difficult to organise in schools |
18.07.05 |
This will be arranged into KS1 and KS2 groups next
Time. |
More relevant texts for curriculum in particular story tapes audio books ICT software |
18.07.05 |
Audio/visual selection policy reviewed |
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Total = 7 |
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Complaints |
Date received |
Action taken if necessary |
Restricted range of science books |
04.07.05 |
06.07.05 - Teacher was telephoned and it was explained that SLS had to limit the amount of science books per teacher to ensure that there were enough books for each teacher needing the various science topics for that term |
Pages missing from book |
04.07.05 |
06..07.05 - An apology was made to Teacher. The books are checked carefully when they are being issued and checked in. |
Lack of science books |
08.07.05 |
08.07.05 - Teacher was telephoned and it was explained that SLS had to limit the amount of science books per teacher to ensure that there were enough books for each teacher needing various science topics for that term |
Not many big books this term |
12.09.05 |
13.09.05 - Teacher was telephoned and it was explained that we do not have big books relevant to every topic. Also the books that she wanted may have already gone out to another teacher |
Did not receive big books |
12.09.05 |
13.09.05 - Teacher was telephoned to say that her project request form has been checked and she had not requested big books. |
Poor books this time |
14.09.05 |
16.09.05 - SLS apologised to a Teacher and told them that we would endeavour to make sure that she would be pleased with the selection next term
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Please improve the website it isn't always working.
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16.09.05 |
19..09.05 - SLS explained that problems with accessing website are mainly out of their direct control, but will liaise with IT to minimise future difficulties |
Difficulty accessing website / often books are relevant but video cd lending could be improved. |
16.09.05 |
19.09.05 - SLS explained that problems with 7accessing website are mainly out of their direct control, but will liaise with IT to minimise future difficulties and review audio/visual selection
October 2005 - Audio/visual selection policy reviewed |
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Total = 8 |
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| If you have used our complaints procedure, we would welcome your comments regarding its effectiveness. |
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| To view more customer comments and suggestions from our recent 2005 Customer Survey , please click here |
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Below are a selection of the comments we received during 2004:
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“The Schools Library service provide an excellent and efficient service. It is always a pleasure to visit”
Home Tutor
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“A well-organised excellent selection of books- especially for special needs. A very cheerful environment to visit.”
Primary School Teacher |
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“Excellent service – very helpful staff”
Primary School Teacher |
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“I was very disappointed to discover that the stock of books on the shelves had diminished greatly since I made my last visit “.
Primary School Teacher |
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Very good selection of materials. Very helpful staff. Always made to feel welcome.
Primary School Teacher |
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“Disappointed to see choice of books so restricted – some shelves only a quarter full”
Home Tutor |
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“Very high standard library. Books kept in excellent condition. Helpful and kind staff.”
Comprehensive School Teacher |
Please send us your comments on our service by using our online feedback form. |
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