Docstoc

Complaints

Document Sample
Complaints Powered By Docstoc
					Appendix




                                     Total Customer Feedback Figures 1 April 2008 - 30 June 2008

COMPLAINTS                                                                     Stage 1                                                       Stage 2
                                                                                                                                                            Policy/
                                                                                                                                                            process
1st Quarter 2008-9                                    Received        14 day        Satisfied        Callback        2 reviewed       2Resolved by callback changed
                                                                                                                                       2 checked
Adult Services                                                   23            14                2               0                2           0           0           0
Business Support & School Access                                  0             0                0               0                0           0           0           0
Chief Execs - see separate table re traffic through               0             0                0               0                0           0           0           0
Children and Family Services                                     30            25               17              30                0           0           0           0
Communication & Marketing                                        18            17               17               0                0           0           0           0
Community Engagement & Empowerment
East Area                                                         0             0                0               0                0           0          0            0
North Carr Area                                                   0             0                0               0                0           0          0            0
Northern Area                                                     0             0                0               0                0           0          0            0
Park Area                                                         1             1                1               0                0           0          0            0
Riverside Area                                                    1             0                0               0                0           0          0            0
West Area                                                         0             0                0               0                0           0          0            0
Wyke Area                                                         1             1                1               1                0           0          0            0
Community Safety - City Safe
Asbo                                                              8             8                8             0             0          0            0               0
Customer Services                                                45            45               10             0             0          0            0               0
Welfare Rights                                                    1             1                1             1             0          0            0               0
Continous Improvement                                             0             0                0             0             0          0            0               0
Corporate Finance                                                 5             2                0             0             2          3            0               0
Cultural Services-Museums & Galleries                             2             2                2             2             0          0            0               0
Cultural Services-Theatres & Halls                               23            22               23             0             0          0            0               0
Democratic Services/ Review and Scrutiny                          0             0                0             0             0          0            0               0
Development & Renewal Services                                    0             0                0             0             0          0            0               0
Regional Development - Planning                                   3             3                3             3             0          0            0               0
Streetscene - Highways & Transportation                          97            35                0             0             0          0            0               0
Housing Services                                                 72            44                6            72             3          3          NO N/A
Housing Investment                                               87            64               67            45             3          2            2               0
Housing - KWL                                                    29            24               29            29             0          0            0               0
Housing - Kier                                                   52            52               51            51             1          1            1               1
Housing - Connaught                                              51            42                                                        Not
                                                                                                35 Not available Not available Not available available Not available
Appendix




Human Resources-Workforce Strategy                                  0      0       0       0      0       0       0    0
Shared Services - Personnel                                         0      0       0       0      0       0       0    0
ICT & Egov                                                          2      1       2       0      0       0       0    0
Catering                                                            4      4       4       4      0       0       0    0
Hull Leisure                                                       33     33      32       4      0       0       0    0
Highways & Open Space Asset Management                             12     12      12       0      0       0       0    0
Building Cleaning                                                  18     18      18      18      0       0       0    0
Skills & Employability                                             52     25      25       0      0       0       0    0
Youth Development Services                                          0      0       0       0      0       0       0    0
Libraries/Commissioning & Business Support                         16      7      15       0      0       0       0    0
Adult Community Learning                                            3      3       3       3      0       0       0    0
Property                                                            3      3       3       1      0       0       0    1
Public Protection-Environmental Health                             16     16      16      16      0       0       0    0
Pupil Services                                                      1      1       1       1      0       0       0    0
Revenues and Benefits                                              56     45      52      10      4       4       0    0
School Standards & Achievement                                      0      0       0       0      0       0       0    0

Strategy & Partnership Dev & Equalities & Diversity              0         0       0       0      0       0       0    0
Waste & Fleet Management**                                    1404         0    1404       0      0       0       0    0
Total                                                         2169       570    1860     291     15      13       3    2

Overall TOTAL                                                 2169       570    1860     291     15      13       3    2

Percentages                                                             26.28   85.75   13.42   0.69   86.67   23.08
                                                      1613 in Q1
                                                      2007-8
                                                      ** 1166
                                                      W&FM Q1
                                                      2007-8
COMPLIMENTS

                                           No.       No.      No where customer inf.
                                           Received Passed to When/how compliment
1st Quarter 2008-9                                   team     passed on
Adult Services                                     2        2                      0
Business Support & School Access                   0        0                      0
Chief Execs                                        0        0                      0
Children and Family Services                       1        1                      1
Communication & Marketing                         14       14                      0
Community Engagement & Empowerment
East Area                                          0         0                        0
North Carr Area                                    0         0                        0
Northern Area                                      0         0                        0
                                                   2         2 (no customer
Park Area                                                      addresses provided)
Riverside Area                                     0         0                        0
West Area                                          0         0                        0
Wyke Area                                          1         1                        1
Community Safety - City Safe
Asbo                                               0        0                         0
Customer Services                                 27       27                        27
Welfare Rights                                     0        0                         0
Continous Improvement                              0        0                         0
Corporate Finance                                  0        0                         0
Cultural Services-Museums & Galleries              6        6                         2
Cultural Services-Theatres & Halls                 8        8                         4
Democratic Services/ Review and Scrutiny           0        0                         0
Development & Renewal Services                     0        0                         0
Regional Development - Planning                    0        0                         0
Streetscene - Highways & Transportation            5        5                         0
Housing Services                                   6        6                         6
Housing Investment                                 2        2                         2
Housing - KWL                                     36       36                        36
Housing - Kier                                    22       22                        22
Housing - Connaught                                6        6                         6
Human Resources-Workforce Strategy                 0        0                         0
Shared Services - Personnel                        0        0                         0
ICT & Egov                                         5        5                         0
Legal Services                                     0        0                         0
Catering                                           1        1                         0
Hull Leisure                                      17       12                         0
Highways & Open Space Asset Management             2        2                         0
Building Cleaning                             19    19      0
Skills & Employability                         0     0      0
Youth Development Services                     0     0      0
Libraries/Commissioning & Business Support     5     4      3
Adult Community Learning                       1     1      1
Property                                       0     0      0
Public Protection-Environmental Health         9     9      9
Pupil Services                                 0     0      0
Revenues and Benefits                          1     1      1
School Standards & Achievement                 1     1      0
Strategy & Partnership Dev & Equalities &      0     0      0
Diversity
Waste & Fleet Management**                    42    42     42
Total                                        241   235    163

TOTALS                                       241   235    163



                                                   97.5   67.6
COMMENTS

                                     No.         Nature of comments                                               No. of changes to policy/procedures
1st Quarter 2008-9                   Received                                                                     as a result of comment
Adult Services                               0   N/A                                                                                                    0
Business Support & School Access             0   N/A                                                                                                    0
Chief Execs                                  0   N/A                                                                                                    0
                                            23   Actions-1, Child protection-2, Data protection- 1, Information                                         0
                                                 sharing- 2, Lack of contact- 3, Other- 1, Practice- 2, Welfare
Children and Family Services                     of service users- 11, Grand total- 23
Communication & Marketing                   0    N/A                                                                                                    0
                                            1    Suggestion that gardens to former Newland Primary School                                               0
Community Engagement & Empowerment               be open to the public.
East Area                                   0    N/A                                                                                                    0
North Carr Area                             0    N/A                                                                                                    0
Northern Area                               0    N/A                                                                                                    0
Park Area                                   0    N/A                                                                                                    0
Riverside Area                              0    N/A                                                                                                    0
West Area                                   0    N/A                                                                                                    0
Wyke Area                                   0    N/A                                                                                                    0
Community Safety - City Safe
                                            8 Five were requests for Enforcement Officers to contact                                                    0
                                              complainants, one was a question re: tenancy agreements
                                              and the other comments were from complainants who had
Asbo                                          changed their minds.
                                           11 Want council department numbers to be given out. Not                                                      1
                                              wanting to disclose info about why calling to call centre.
                                              Awful music. Not being put through. Signage not adequate at
Customer Services                             Holderness Opening times.
Welfare Rights                              0 N/A                                                                                                       0
Continous Improvement                       0 N/A                                                                                                       0
Corporate Finance                           0 N/A                                                                                                       0
Cultural Services-Theatres & Halls          0 N/A                                                                                                       0
                                            0 Normal batch of feedback and comments at each museum                0
                                              site. Worthy of mention are those relating to the museum
                                              kids club run by our Audience Development Officer. The
                                              feedback for the club is excellent and we have as a result
                                              used additional external funding to run it for a further six
                                              months. Key issues- all visitors have rated the club as "
                                              good" or " excellent". Comments include: Its a brilliant
                                              scheme. A great opportunity to encourage children into the
                                              museums. Very exciting and lots to do. Its a great scheme to
                                              educate children in a fun way. Time troopers is easy to learn
                                              from and fun. Postcode analysis shows that the club has
                                              successfully attracted families from hard-to-reach areas of
                                              the city including: Preston Road, Bransholme, Longhill and
                                              Orchard Park. Our belief is that the Time Troopers club is
                                              successfully impacting on the attributes of young people
                                              attending, developing their interest in Hull's heritage and their
                                              sense of civic ownership.
Cultural Services-Museums & Galleries
Democratic Services/Review and Scrutiny     0 N/A                                                                 0
Development & Renewal Services              0 N/A                                                                 0
Regional Development - Planning             0 N/A                                                                 0
                                          215 Various: (a lot of which sould be recorded as service               0
Streetscene - Highways & Transportation       requests)
                                            1 Policy enquiry regarding Choice Based Lettings Scheme.              1

Housing Services
Housing Investment
Housing - KWL
Housing - Kier
Housing - Connaught
Human Resources-Workforce Strategy          0   N/A                                                               0
Shared Services - Personnel                 0   N/A                                                               0
ICT & Egov                                  0   N/A                                                               0
Legal Services                              0   N/A                                                               0
Catering                                    0   N/A                                                               0
                                            3   We inform our customers via letter or if no address given via
                                                our Customer Notice Board, and our staff at meetings or on
Hull Leisure                                    staff notice board.
Highways & Open Space Asset Management                   1 Just wanted an update on schedule of works.                     0
Building Cleaning                                        0 N/A                                                             0
Skills & Employability                                   0 N/A                                                             0
Youth Development Services
                                                         5 Suggestion for the induction of new subscription. Suggestion    2
                                                           for Windows media player to be installed in PC. Suggestion
                                                           for Chinese script software to be installed. Suggested more
                                                           PC's at the Longhill Library. Suggestion to supply bicycle
Libraries/Commissioning & Business Support                 users with cycle locks.
                                                         1 Comment about the enrolment policy of the Adult Education
Adult Community Learning                                   service.
                                                         1 Logged as comment (4420860) but actually a service
                                                           request and being dealt with as such. It will take time as
Property                                                   there are land ownership and other issues to establish.
                                                        43 Arranging appointments, Calling for feedback, Calling for       0
                                                           information, Calling to cancel request, Calling for advice,
Public Protection-Environmental Health                     Reporting of various things.
Pupil Services                                           0 N/A                                                             0
                                                         3 (1211) Comment regarding access to Treasury-2nd set of          2
                                                           doors are too heavy: also wants to make payment to person
                                                           not a machine. (1215) Comment regarding telephone access-
                                                           wanted to report mothers death directly to Ctax officer, not
                                                           wait for call back. (1223) Comment regarding number of
                                                           instalments allowed by Hullcc to pay Ctax.• (1227) Complaint
                                                           regarding overpayment letter to elderly gentleman being ‘very
Revenues and Benefits                                      heavy handed’
School Standards & Achievement                           0 N/A                                                             0
                                                         0 N/A                                                             0
Strategy & Partnership Dev & Equalities & Diversity
                                                      2372 Various: bin delivery queries; trade queries; additions to      1
                                                           existing bulky items requests - which will no longer be
                                                           necessary when the bulky appointment system is introduced
                                                           in September 2009; service queries.
Waste & Fleet Management**
Total                                                 2688                                                            0    7
MEMBER PANEL

                                                            Council's
1st Quarter 2008-9                           Referred       favour          Partial       Complainant's favour
Adult Services                                          0               0             0                      0
Business Support & School Access                        0               0             0                      0
Chief Execs                                             0               0             0                      0
Children and Family Services                            0               0             0                      0
Communication & Marketing                               0               0             0                      0
Community Engagement & Empowerment
East Area                                               0               0             0                     0
North Carr Area                                         0               0             0                     0
Northern Area                                           0               0             0                     0
Park Area                                               0               0             0                     0
Riverside Area                                          0               0             0                     0
West Area
Wyke Area                                               0               0             0                     0
Community Safety - City Safe
Asbo                                                    0               0             0                     0
Customer Services                                       0               0             0                     0
Welfare Rights                                          0               0             0                     0
Continous Improvement                                   0               0             0                     0
Corporate Finance                                       0               0             0                     0
Cultural Services                                       0               0             0                     0
Democratic Services/Review and Scrutiny                 0               0             0                     0
Development & Renewal Services                          0               0             0                     0
Regional Development - Planning                         0               0             0                     0
Streetscene - Highways & Transportation                 0               0             0                     0
Housing Service/Housing Investment                      0               0             0                     0
Human Resources-Workforce Strategy                      0               0             0                     0
Shared Services - Personnel                             0               0             0                     0
ICT & Egov                                              0               0             0                     0
Legal Services                                          0               0             0                     0
Catering                                                0               0             0                     0
Hull Leisure                                            0               0             0                     0
Highways & Open Space Asset Management                  0               0             0                     0
Building Cleaning                                       0               0             0                     0
Skills & Employability                                  0               0             0                     0
Youth Development Services                              0               0             0                     0
Libraries/Commissioning & Business Support              0               0             0                     0
Adult Community Learning                                0               0             0                     0
Property                                                0               0             0                     0
Public Protection-Environmental Health                  0               0             0                     0
Pupil Services                                          0               0             0                     0
Revenues and Benefits                                   0               0             0                     0
School Standards & Achievement                          0               0             0                     0
Strategy & Partnership Dev & Equalities &
Diversity                                               0               0             0                     0
Cultural Services-Theatres & Halls                      0               0             0                     0
Cultural Services-Museums & Galleries                   0               0             0                     0
Waste & Fleet Management**                              0               0             0                     0
Total                                                   0               0             0                     0

TOTALS                                                  0               0             0                     0
Local Government Omnbudsman (LGO)
                                             No. Ref to No. Ref back to    No.                 No. Ruled Partially No. Ruled
                                             LGO        Council            Concluded           in Complainants      Wholly in
                                                        (Premature         After Initial       Favour               Complainants
1st Quarter 2008-9                                      Complaints)        Enquiry                                  Favour
Children and Family Services                          0                0                   0                      0              0
Chief Execs                                           0                0                   0                      0              0
Adult Services                                        0                0                   0                      0              0
Communication & Marketing                             0                0                   0                      0              0
Community Engagement & Empowerment
East Area                                            7                3                    4                    0               0
North Carr Area                                      1                1                    0                    0               0
Northern Area                                        4                0                    4                    0               0
Park Area                                            2                0                    2                    0               2
Riverside Area                                       0                0                    0                    0               0
West Area                                            0                0                    0                    0               0
Wyke Area                                            0                0                    0                    0               0
Community Safety - City Safe
Asbo                                                 0                0                    0                    0               0
Customer Services                                    0                0                    0                    0               0
Welfare Rights                                       0                0                    0                    0               0
Continous Improvement                                0                0                    0                    0               0
Corporate Finance                                    0                0                    0                    0               0
Cultural Services                                    0                0                    0                    0               0
Democratic Services/Review and Scrutiny              0                0                    0                    0               0
Development & Renewal Services                       0                0                    0                    0               0
Regional Development - Planning                      0                0                    0                    0               0
Streetscene - Highways & Transportation              0                0                    0                    0               0
Housing Service/Housing Investment                   1                0                    0                    0               0
Human Resources-Workforce Strategy                   0                0                    0                    0               0
Shared Services - Personnel                          0                0                    0                    0               0
Cultural Services-Theatres & Halls                   0                0                    0                    0               0
Cultural Services-Museums & Galleries                0                0                    0                    0               0
ICT & Egov                                           0                0                    0                    0               0
Legal Services                                       0                0                    0                    0               0
Catering                                             0                0                    0                    0               0
Hull Leisure                                         0                0                    0                    0               0
Highways & Open Space Asset Management               0                0                    0                    0               0
Building Cleaning                                    0                0                    0                    0               0
Skills & Employability                               0                0                    0                    0               0
Youth Development Services                           0                0                    0                    0               0
Libraries/Commissioning & Business Support           0                0                    0                    0               0
Adult Community Learning                             0                0                    0                    0               0
Property                                     0   0    0   0   0
Public Protection-Environmental Health       0   0    0   0   0
Pupil Services                               6   0    5   0   0
Revenues and Benefits                        1   1    1   0   0
School Standards & Achievement               0   0    0   0   0
Strategy & Partnership Dev & Equalities &
Diversity
Waste & Fleet Management**                   0   0    0   0   0
Total                                       22   5   16   0   2


TOTALS                                      22   5   16   0   2
COMPLAINTS BY AREA                 Stage 1                                           Stage 2
                                                                                                        Changes in policy
1st Quarter 2008-9   Received 14 day Satisfied Callback Reviewed (2) Resolved (2) Checked by call back or procedure
East Area                 323     42       323       26            2            0                     0                  0
North Carr Area           237     50       225       26            0            1                     0                  0
Northern Area             244     61       214       10            1            4                     1                  0
Park Area                 279     44       254       31            2            2                     2                  1
Riverside Area            301     51       289       26            1            2                     0                  0
West Area                 293     48       238       23            0            0                     0                  0
Wyke Area                 196     14       217        1            0            0                     0                  0
Total                   1873     310     1760       143            6            9                     3                  1
Feedback: Mediums Used by Customers
              1st Quarter 2008-9                    CRM               Direct Call   Face to       Direct       Internet Letter        Customer Other
                                                                                     face         Email                               Feedback (please
                                                                                                                                      Form     state
                                                                                                                                               type)
                                                Call        CSC
                                               Centre
Adult Services-Complaints                               2         0            3              1            3          0          14                    0
Adult Services-Comments                                 0         0            0              0            0          0           0                    0
Adult Services-Compliments                              0         0            0              0            0          0           2                    0
Business Support & School Access-Complaints             0         0            0              0            0          0           0                    0
Business Support & School Access-Comments               0         0            0              0            0          0           0                    0
Business Support & School Access-Compliments            0         0            0              0            0          0           0                    0
Chief Execs-Complaints                                  0         0            0              0            0          0           0                    0
Chief Execs-Comments                                    0         0            0              0            0          0           0                    0
Chief Execs-Compliments                                 0         0            0              0            0          0           0                    0
Children and Family Services-Complaints                 0         0           12              3            3          0           8          4         0
Children and Family Services-Comments                   0         0            7              3            7          0           5          1         0
Children and Family Services-Compliments                0         0            0              0            1          0           0                    0
Communication & Marketing-Complaints                    4         2            1              0            0          5           6                    0
Communication & Marketing-Comments                      0         0            0              0            0          0           0                    0
Communication & Marketing-Compliments                   0         0            0              0            9          0           4              1 (Text)
Community Engagement & Empowerment
East Area                                               0         0            0              0            0          0           0                      0
North Carr Area- Complaints                             0         0            0              0            0          0           0                      0
North Carr Area- Comments                               0         0            0              0            0          0           0                      0
North Carr Area- Compliments                            0         0            3              2            0          0           0                      0
Northern Area                                           0         0            0              0            0          0           0                      0
Park Area- Complaints                                   0         0            0              0            1          0           0                      0
Park Area- Comments                                     0         0            0              0            0          0           0                      0
Park Area- Compliments                                  0         0            0              0            0          0           0                      0
Riverside Area                                          0         0            0              0            0          0           0                      0
West Area                                               0         0            0              0            0          0           0                      0
Wyke Area- Complaints                                   0         0            0              0            0          0           1                      0
Wyke Area- Comments                                     0         1            0              0            0          0           0                      0
Wyke Area- Compliments                             0    0   1   0   0   0    0       0
Community Safety - City Safe
Asbo- Complaints                                   4    1   0   0   0   0    3       0
Asbo- Comments                                     7    0   0   0   1   0    0       0
Asbo- Compliments                                  0    0   0   0   0   0    0       0
Call Centre - Complaints                          24    6   1       2        2
Call Centre - Comments                             4                2            1
Call Centre - Compliments                         14    2
Customer Services- Complaints                     32   12   1   0   0   1    1       0
Customer Services- Comments                        5    2   1   0   0   0    0   1   0
Customer Services- Compliments                    14   11   0   0   0   2    1   1   0
Welfare Rights                                     0    0   0   0   0   0    0       0
Continous Improvement                              0    0   0   0   0   0    0       0
Corporate Finance- Complaints                      3    0   0   0   0   0    2       0
Corporate Finance- Comments                        0    0   0   0   0   0    0       0
Corporate Finance- Compliments                     0    0   0   0   0   0    0       0
Cultural Services                                  0    0   0   0   0   0    0       0
Democratic Services/Review & Scrutiny              0    0   0   0   0   0    0       0
Development & Renewal Services                     0    0   0   0   0   0    0       0
Regional Development - Planning                    0    0   0   0   0   0    0       0
Streetscene - Highways & Transportation            0    0   0   0   0   0    0       0
Housing Service/Housing Investment- Complaints    49   17   1   0   1   0    4       0
Housing Service/Housing Investment- Comments       1    0   0   0   0   0    0       0
Housing Service/Housing Investment- Compliments    0    0   0   0   0   0    6       0
Human Resources-Workforce Strategy                 0    0   0   0   0   0    0       0
Cultural Services-Theatres & Halls- Complaints     0    0   2   0   2   0   13   6   0
Cultural Services-Theatres & Halls- Comments       0    0   0   0   0   0    0       0

Cultural Services-Theatres & Halls- Compliments    0    0   0   0   1   0    7
Cultural Services-Museums & Galleries-
Complaints                                         0    0   1   0   1   0    0       0
Cultural Services-Museums & Galleries-
Comments                                           0    0   0   0   0   0    0       0
Cultural Services-Museums & Galleries-
Compliments                                        0    0   0   0   3   0    3       0
Shared Services - Personnel                        0    0   0   0   0   0    0       0
ICT & Egov- Complaints                         0   2   0   0   0   0    0               0
ICT & Egov- Comments                           0   0   0   0   0   0    0               0
ICT & Egov- Compliments                        0   0   0   4   1   0    0               0
Legal Services                                 0   0   0   0   0   0    0               0
Catering                                       0   0   0   0   0   0    0               0
Hull Leisure                                   0   0   0   0   0   0    0               0
Highways & Open Space Asset Management-
Complaints                                    11   1   0   0   0   0    0               0
Highways & Open Space Asset Management-
Comments                                       1   0   0   0   0   0    0               0
Highways & Open Space Asset Management-
Compliments                                    2   0   0   0   0   0    0               0
Building Cleaning                              0   0   0   0   0   0    0               0
Skills & Employability- Complaints            52   0   0   0   0   0   25               0
Skills & Employability- Comments               0   0   0   0   0   0    0               0
Skills & Employability- Compliments            0   0   0   0   0   0    0               0
Youth Development Services                     0   0   0   0   0   0    0               0
Libraries/Commissioning & Business Support-
Complaints                                     0   0   0   0   0   1    2   13
Libraries/Commissioning & Business Support-
Comments                                       0   0   0   0   0   0    0    5          0
Libraries/Commissioning & Business Support-
Compliments                                    0   0   0   0   0   0    0    5          0
Adult Community Learning- Complaints           0   0   0   0   0   0    3               0
Adult Community Learning- Comments             0   0   0   0   0   0    1               0
Adult Community Learning- Compliments          0   0   0   0   0   0    1               0
Property- Complaints                           1   0   0   0   0   0    2               0
Property- Comments                             1   0   0   0   0   0    0               0
Property- Compliments                          3   0   0   0   0   0    0               0
Public Protection-Environmental Health-
Complaints                                    13   0   0   0   0   0    3               0
Public Protection-Environmental Health-
Comments                                      43   0   0   0   0   0    0                0
Public Protection-Environmental Health-                                          2
Compliments                                    1   0   0   0   0   0    6        card;Text
Pupil Services- Complaints                     0   0   1   1   0   0    1                1
Pupil Services- Comments
Pupil Services- Compliments
Revenues and Benefits- Complaints                       23     8    1    0    3    3   18                   0

Revenues and Benefits- Comments                          0     1    0    0    1    0     0        1: card
Revenues and Benefits- Compliments                       0     0    0    0    0    0     1                  0
School Standards & Achievement- Complaints               0     0    0    0    0    0     0                  0
School Standards & Achievement- Comments                 0     0    0    0    0    0     0                  0
School Standards & Achievement- Compliments              0     0    0    0    0    0     1                  0

Strategy & Partnership Dev & Equalities & Diversity      0     0    0    0    0    0     0                  0
Waste & Fleet Management** Complaints                 1244    42    0    1   22    6    72   17
Waste & Fleet Management**Comments                    2325     5    0    0   19    5    18
Waste & Fleet Management**Compliments                   40     1    0    0    0    1     0                  0
TOTAL                                                 3923   114   36   15   83   24   236   54             4