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Centre for Policy on Ageing | |
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Local charters
— a survey of public services | | Author(s) | Mike Bartram |
| Corporate Author | National Consumer Council - NCC |
| Publisher | National Consumer Council - NCC, London, 1998 |
| Pages | 45 pp plus appendix |
| Source | National Consumer Council, 20 Grosvenor Gardens, London SW1W 0DH. |
| Keywords | Rights [elderly] ; Standards of provision ; Local Authority ; Social surveys ; England. |
| Annotation | This report presents the findings from a survey of local public service charters, defined as publicly available documents which sets out standards of service and procedures for putting things right when these standards are not met. Data were gathered by means of a questionnaire sent to 1,030 local service providers in England, including police forces, train operators, local housing authorities, local social services authorities, domestic gas suppliers, electricity companies, and water companies. In total, approximately 80% of the service providers responded, providing information about the existence of charters, user consultation, consumers' awareness of charters, and their satisfaction with handling of complaints. Findings revealed that few of the charters contained clear, measurable standards tied to appropriate redress; almost one third of those who said they had consulted users were unable to give examples of how they had acted on users' views; 60% of charters were not available in other formats (ethnic community languages, or for people with visual impairment). However, most providers did have charters or intended to develop one. The report concludes with a best practice checklist for public service charters. (AKM). |
| Accession Number | CPA-980601409 B |
| Classmark | IKR: 583: PE: 3F: 82 |
Data © Centre for Policy on Ageing |
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| ...from the Ageinfo database published by Centre for Policy on Ageing. |
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