Bath & North East Somerset Council - Public Protection Service Charter
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Public Protection Service Charter

 (Air and Water Quality, Animal Health and Welfare, Food Safety and Food Standards, Health Development, Health and Safety at Work, Licensing and Trading Standards)

(Results taken from 2010 survey data)

 Public Protection aims to:
  • Ensure that our staff will be courteous and helpful at all times  Target 100%, Result 100%
  • Respond to all service requests within 5 working days Target 95%, Result 94%
  • Ensure that members of the public are satisfied with the service we provide Target 92%, Result 92% and feel they have received clear and helpful advice Target 85%, Result 91%
  • Ensure that business customers of Public Protection are treated fairly and that they feel the contact they had was helpful  Target 85%, Result 97%
 
 

Information taken from following surveys:

 

  • Postal survey of people making service requests September/October 2010 
  • Reception Services survey December  2010 
  • Questionnaire sent to business’s contacts under the National Indicator (NI 182)  measuring ‘Business satisfaction with local authority regulatory services’

Action Plan

Survey results show that staff are found to be courteous and helpful (100%).  

94% of service requests were responded to within 5 days which is in just below the target of 95%.   

The level of satisfaction with Public Protection Services is high at 92%. The target for  satisfaction is 92%.   91% of people reported they had clear and helpful advice from their contact with the Service.  These results are well in excess of the target of 85%.  The reason for this target being less than 100% is that in some cases we have just not been able to give people what they have actually wanted from their contact with us. This is a common feature of Regulatory Services.

We are pleased to report that 97% of  businesses visited by Officers agreed or strongly agreed that they have been treated fairly and that they feel the contact had been helpful. This indicator of performance has been applied to all local authorities since 2008. The Government have stated that by specifically measuring this, they aim to inspire local authorities to recognise the important contribution regulatory services make to supporting local business.

 If you have any queries please contact: 
Public Protection (a division of Environmental Services)

Monday to Thursday  8:30am - 5:00pm
Friday 8:30am - 4:30pm
Tel: 01225 477000 Fax: 01225 477596
Website: www.bathnes.gov.uk
Email: public_protection@bathnes.gov.uk

We also adhere to the Council’s official complaints procedure policy and Freedom of Information (FOI) deadlines.

For details and a copy of the corporate complaints leaflet please speak to a member of staff at any of our offices or visit our website.

Complaints - Procedure - Bath & North East Somerset Council

  • From the day we receive any complaint we will send a full reply to formal complaints within 20 working days
  • If we need to make further investigations we will tell you within the 20 working days
  • Freedom of Information requests dealt with within 20 working days.

We want to know what you think about the service we provide.

Please take the time to fill in our online Public Protection Survey

 

 

 

 

Contact Details for this page:
Team:
Public Protection
Address:
9-10 Bath Street, Bath, BA1 1SN
Phone:
01225 396753
Fax:
-
Email:
public_protection@bathnes.gov.uk
Minicom:
-
Author:
Ian Roberts
 
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