Customer Relations

  • Debt Enforcement Agencies

    Broken down by each debt enforcement agency, please can you tell me: 1. How many complaints has your council received relating to the behaviour or conduct of the enforcement agencies/bailiffs/debt collectors who have been working on behalf of your council? … Continue reading →

  • Fostering Complaints

    1. For the years 2020, 2021, 2022, 2023 and 2024 to date, how many complaints were received through the complaints service, from foster carers who are looking after children on behalf of Devon? 2020 2021 2022 2023 2024* 7 8 … Continue reading →

  • Discrimination Complaints

    1. How many complaints of each of the following types of discrimination were reported in 2021, 2022 and 2023? Disability discrimination Race or ethnicity discrimination Sexual orientation discrimination Information relating to 2022/23 is already publicly available here. For 2021/22 the … Continue reading →

  • Blue Badge Provision

    1) Does the council rely on externally commissioned services or employ in-house assessors for blue badge Independent Mobility Assessments? Externally commissioned services 2) If you use an externally commissioned service, could you provide the name of this service provider? Access … Continue reading →

  • Baliliffs and Debt Collectors

    1. What is the total value of council-related debts (such as council tax, parking fines, failures to pay business rates and housing arrears) referred to external enforcement agencies? Please provide for the financial years 2021/2022, 2022/2023 and 2023/2024 (up to … Continue reading →

  • Care Hotels

    1. In relation to “care hotels”, for the financial year 2022/23; how many hotel stays were booked?  None. 2. In the financial year 2022/23, what was the total amount spent on ‘care hotels’? £0. 3. Please conduct a keyword search … Continue reading →

  • Mould/damp complaints

    1. Between 14 June 2017 and 14 November 2022, how many complaints has the council received from council-run residential adult care homes relating to mould and/or damp? By adults, I mean people aged over-18 but who are not classified as … Continue reading →

  • Customer service provision

    1. Do you currently insource or outsource customer service provision? Devon County Councils customer service provision is in house. 2. If insource, if you have plans to outsource? No 3. If you outsource, the actual spend on this contract from … Continue reading →

  • Communication Training Provision

    Please can you confirm what training is offered whether mandatory or optional, to your frontline contact centre/call centre staff who are answering calls/responding to emails. All frontline call handlers receive mandatory – Customer Service Standards, Call Handling and Challenging Call … Continue reading →