Cumbria County Council is committed to providing high-quality services to the people of Cumbria
Your feedback is essential and we welcome your comments, compliments and complaints as these help us to review and develop our services. By making your views known, you can help us achieve the highest possible standards and provide a better service to everyone.
Although our corporate compliments, comments and complaints has only been running since September 2005 here's some examples of how we have used your feedback to improve the services we offer.
Library Services:
From customer in Ullock, Cumbria
When will restoration work be carried out on the exterior façade and window frames of the library? Its present state is an insult to Daniel Hay.
Reply from Daniel Hay Library, Whitehaven
Thank you for taking the time to fill in one of our customer comments forms expressing your concern about the exterior decoration at this library.
We fully support with your comments and have been highlighting for a long time to have this work carried out. The budget for such work is not held within the responsibility of the library service budget but with the corporate Property unit. However we are pleased to inform you that within the last few weeks I have heard that funding is now available to carry out the redecoration and I am hoping that work will commence soon.
From customer in Bigrigg, Cumbria
I have just been into my local library, Egremont – my books were due back on the 22 April 2006.
I was informed by the librarian that I had to pay a fine because my books were overdue. As I am a pensioner this has never happened to me – and to add insult to injury I have never been late with my books before.
Apparently the powers that be in Carlisle have decided that pensioners pay for overdue books – the first time I had heard of it!
I go to the library once per month and take out 6 books, which have never been overdue in my life – until today – mainly because of the Easter holidays.
I am well into my pension age and am outraged that just about the only pleasure I get for free is NOT free if I inadvertently take my books back late – in this case only by a day! My books were dated 22nd April 2006 anyway – the library is closed on Sundays.
I am complaining not only for myself but for other pensioners who might be caught out by this – people who are not able to get to the library easily.
I have also complained to my MP Jamie Reed and am writing to the Whitehaven News.
Reply from Library Headquarters, Carlisle
Thank you for your letter of 23 April 2006.
Cumbria County Council has managed to exempt Over 60s from library fines to date, but due to budgetary pressures we have had to introduce the charge for 2006/07. However, I do feel that this unfortunate situation should be put into context.
Firstly, approximately 30 of the 34 County Library Authorities in England charge Over 60s for overdue books. Indeed, most of these authorities charge at the full adult rate, whilst Cumbria is only charging at half the adult rate. Secondly, by encouraging more people to return books on time the stock on the shelves changes more and choice improves. In addition, the prompt return of books helps us to improve our supply times for “requested” books for other readers.
Books can be renewed by telephone, post or on-line as well as in person and encouraging the renewal of books will bring our lending figures in line with other Library Services, which is important for Performance Comparison by National Government.
Finally, staff are able to waive fines at their discretion, for example if somebody has been unable to return or renew books due to ill health.
Whilst we regret having to introduce this charge I do hope that the information in this letter goes some way to explaining the situation.
From customer in Hensingham, Whitehaven
I would like to express my impression of service! I requested a very expensive book on the Thursday and was promptly rewarded. Well done, can’t be faulted.
I would also commend your Sunday service, which is a delight to attend.
Reply from Daniel Hay Library, Whitehaven
Thank you very much for taking the time to fill in one of our Customer Comments forms.
We try our best to satisfy customer requests and I am pleased to learn that you are happy with the service that we offer. I will pass on your comments to the staff.
Highways Hotline
Several customers have written to the County Council saying that they have been dissappointed with the service they have recieved after 7pm from the Highways Hotline.
Reply: These complaints have been considered by Scrutiny Performance Theme A and as from October 2006 an improved service will be available due to the fact that Amey will now be providing this service with much tighter performance management and monitoring.
Customer Access
Following recent surveys carried out in 2006 customers have stated that they would like to have extended opening hours for reception and telephone access.
Reply: Cumbria County Council's switchboard has had it's hours extended and work is currently under way to extend opening hours even further where possible. Surveys have shown that 47% of people consulted would like to see opening hours from 8am to 8pm. Reception at The Courts in Carlisle have also been extended and now open 8:45am to 5:15pm.