Document Sample
					Number of Open / Closed Action Log items

Count of OPEN/CLOSED                             OPEN/CLOSED
Person Responsible                         No.   OPEN              Grand Total
Julie Lemasurier                             100               1             1
                                             106               1             1
Julie Lemasurier Total                                         2             2
Eve Billings                                 103               1             1
Eve Billings Total                                             1             1
Eve Billings/Marc Harris                     102               1             1
Eve Billings/Marc Harris Total                                 1             1
Julie Lemasurier (Julie Renfrew)              82               1             1
Julie Lemasurier (Julie Renfrew) Total                         1             1
Richard Lester                               108               1             1
Richard Lester Total                                           1             1
Grand Total                                                    6             6
                                                                                                        ACTION LOG

             ISSUE, PROBLEM OR CONCERN                       ACTION TAKEN             ACTION COMPLETE      ADDITIONAL INFORMATION           TYPE             SOURCE                  STATUS

                                                                                                                                    COMPLAINT, CONCERN OR    WHERE
No.   DATE    Recorded By        DESCRIPTION   Person Responsible       DESCRIPTION    INITIAL & DATE      SUPPORTING DOCUMENTS        COMPLIMENT OR        INITIATED   CCC Status       OPEN/CLOSED
                                                                                                                                        IMPROVEMENT           FROM
            ISSUE, PROBLEM OR CONCERN                                                       ACTION TAKEN
No.    DATE                                 DESCRIPTION                        Respons
                   d By
                   Emma                                                         Emma
 1    3/27/2006                      Amendments to the QA Manual
                   Butler                                                       Butler

                              Delegate Box being mislaid upon arrival at
                                venue despite signature to prove it was
                   Dean                                                         Dean
 2    3/28/2006                delivered. Hotel were unco-operative in
                   Henry                                                        Henry
                             helping to locate box until we proved we had

                               Delegate experienced difficulties booking         Julie
 3    3/28/2006                     course. See comments on DF                 LeMasurie
                                     Governance/Audit 23/03/06                     r

                                 A number of Members have recently
                             contacted IPF, as they are confused by CIPFA
                               Network's flexible 'free-place' system and
                                  have requested clarification of their
                                             arrangement.                      Annette
                  Annette                                                      Millar/Mic
 4    31-Mar-06
                   Millar         CIPFA Networks need find a way of              helle
                                 communicating clearer information to          Mcfadden
                                 Members and potential Members alike,
                                 demonstrating how the places system
                                   operates and how best to choose a
                                           membership level.
                             Delegates have encountered problems parking
                   Dean       at the University Arms Hotel in Cambridge.        Dean
 5    31-Mar-06
                   Henry     Hotel have said that park is only guarantee for    Henry
                                            residental guests
                               Delegates have given very disappointing
                  Julie      feedback say that the course they attended         Julie
6    3-Apr-06   LeMasurie       failed to meet its objectives or cover a      LeMasurie
                    r          number of the points listed in the course          r

                             Received an Invoice from Rheon Tomos for
                            Feb work. The Invoice was dated incorrectly,
                            so I contacted Rheon directly and ammended
                 Alana        the Invoice. This was then sent to Rupert        Peter
7    4-Apr-06
                 Mabey       Dewhirst for authorisation. However Rupert       Connolly
                            has been on annual leave and was unbale to
                            authorise payment before Month end. Rheon
                             has been chasing payment for this Invoice.
                            Peter Connolly emailed me querying payment
                            of Mike Griffths Invoice for Feb work. I looked
                 Alana      into this, the Invoice was passed for payment      Emma
8    4-Apr-06
                 Mabey        on the 16th March and was not paid till the      Butler
                               30th March. This is an ongoing issue with
                                             various Invoices.

                               Comment on Alison Diwhurst's Advisor
                            Feedback Form for Police FAN conference on
                 Janet       23 Feb 06 at QAG. There was not enough            Dean
9    5-Apr-06
                 Martin     food for delegates and speakers - 37 people        Henry
                                in total. QAG catered for 36, but still
                                    insufficient food for 36 people.

                              Received an email from a recipient of the
                   Liz          weekly ITT newsletter email. She was             Liz
10   4/5/2006   Simmond      unhappy about the newlstter emails being         Simmond
                    s        flagged as 'Important' and mentioned that            s
                             whilst these may be of imporntance to IPF,
                              they are not at the top of her priority list.
                           BGF 2 day Conference flyer - error on days
11          Julie LeMasurier
     4/7/2006             printed Tuesday 9 May and Tuesday 10 May.  Julie LeMasurier
                                  Too late for printers to amend.

                 Janet                                                    Dean
12   3/10/2006                Food terrible,room fine./Better catering
                 Martin                                                   Henry

                            Out of 29 delegates 9 complaining about
               Maureen     Room too small and being hot & stuffy. Also    Dean
13   4/10/2006
               Faulkner      toilet facilities @ QAG London Benefits      Henry
                           8/03/06 see Comments on Venue Feedback
                   Julie      An e-mail complaining about numerous         Julie
14   10-Apr-06   LeMasuri   requests for a databse change and this not   LeMasuri
                    er                    being actioned.                   er

                        Accommodation mix-up at hotel for speakers
                        at a PAN event on 28th Feb. Our agent had
                          been notified by a member of staff at this
                  Liz  office (who has now left IPF) that there was no   Liz
15   4/10/2006 Simmond accommodation required and this was passed Simmond
                   s    to the hotel who cancelled all the rooms held     s
                           at the hotel for the event. The speakers
                       arrived at the hotel to be told that they did not
                                     have a room booking.
                  Liz                                                         Liz
16   4/10/2006 Simmond          Box not delivered on time to hotel         Simmond
                   s                                                           s

17   4/11/2006 Simmond        Please see supporting documents field

                       Andrew Leck stayed at the Rochester Grange
                       Hotel in London on night of 10th April. Took 4
                        rooms before he was happy with a room, one
                       of the rooms he was put in was a non-smoking         Dean
18   4/12/2006 Simmond
                        room and there had been someone smoking             Henry
                       in there, he was then given a room which was
                        next to the bar and then he was moved again
                                        as it was noisy!

                           Start time for Audit workshops incorrect on
                              Consensus (10:30 rather than 10:00).           Julie
19   4/18/2006             Therefore, joining instructions went out with   LeMasuri
                            the incorrect start times on them for both        er
                           events. 18/04/06 - London, 20/04/06 - York.
                        13 out of 13 delegates complaining about
                        venue at cbrs event 22/2/06 @ Sheffield,
               Maureen Mosborough. See Venue feedback for              Dean
20   4/24/2006 Faulkner comments.                                      Henry

                        Delegates complaing about Aztec Bristol
                        Benefits event 1/2/06The room set up was too
                        cosy, tables could have been spaced out more
                        and one of the spot lights flickered. Larger
                        room required & food could have been better.
                        Room could have been bigger. Food could
                        have been better. Food poor. Venue was
                        cramped. Food was awful. Venue was
                        cramped food not very good. Food dreadful,
                        room squashed, ladies toilets not to room only
                        one working. room was too small, food not
               Maureen very good only 1 ladies toilet working. Room    Dean
21   4/25/2006 Faulkner very cramped                                   Henry

                         3 Delegates complaining about lunch at
                         Raddison SAS Leeds. This was a FAN event
                         held on the 1/3/2006.Dissapointed with the
                         venue,must have been the worst lunch I have
               Janet     ver had at a FAN event,---Strange lunch.---   Dean
22   4/25/2006 Martin    Lunch was interesting!!!.                     Henry
                          Advisor noted on 'Advisor Feedback Form'
                          projector unreliable - both the Advisor and
                          Technician could not get the projector to work.
               Betty       Had to hire an hotel projector. Intends to     Dean
23   4/27/2006 Millar     contact IT Department                           Henry

               Liz                                                    Liz
               Simmond Booking forms created by marketing are not     Simmond
24   4/28/2006 s       stating the 2% charge for credit card payments s

                        Benefits Consortium - Thistle Hotel 31/1/06.
                          No coffee at registration. Insufficient
                        parking. Not ideal for getting In/Out of Exeter.
                        Room/ building too was very cold.
                        Centre of Exeter-rush hour difficult to get here.
                        Very cold in room. Room too cold. Dining
                        room too cold. No coffee on arrival. Hotel too
                        central. parking very difficult and
                        exstortionately expensive in multi-storey. room
               Maureen very cold in morning. overall temperature of       Dean
25   4/28/2006 Faulkner hotel cold even in dinning room.                  Henry

               Simmond                                                   Liz
26    5/2/2006 s       Website contact details not up to date            English
                          Mike Griffiths reported that an external
                          customer experienced difficulty in making
                          contact with the TMF, via the IPF                 Julie
              Annette     Switchboard. Need to ensure internal links        LeMasuri
27   5/3/2006 Millar      are firmly in place.                              er

              Dean        IQN & Treasury Management Event double            Dean
28   5/8/2006 Henry       booked at QAG.                                    Henry

                        Cliff Dalton and Susan Sloman were booked
                        into the Radisson SAS Birmingham and when
              Kiley     Cliff tried to check in they couldn't find his or   Kiley
29   5/9/2006 Stubbings Susan's booking reference.                          Stubbings
               Julie                                                   Julie
               LeMasuri                                                LeMasuri
30    5/9/2006 er       IQN website not set up to take online bookings er

               Julie                                                         Julie
               LeMasuri Julie could not open the events page of the          LeMasuri
31   10-May-06 er       PAC website                                          er

               Liz     Map for the Royal Hotel Bridge of Allan had a         Liz
               Simmond spelling error on which a delegate returned           Simmond
32   5/12/2006 s       telling us after they had received their JI's         s

                          A number of delegates informed me that they
                          did not get their joining instructions. I had to
               Betty      take calls from several delegates the day          Liz
33   5/27/2006 Millar     before the event. CPS-Stirling 27/04/06            English

               Betty      No badges included for ITT conference for          Simmond
34   5/21/2006 Millar     delegates                                          s
                          Advisor commented could do with some nicer
               Betty      food when we're at QAG - and more of it.         Dean
35   5/21/2006 Millar     Catering used to be better in days gone by.      Henry
                          Mailshot carried out for FAN Training &
                          Development Services 2006/7. It was noticed
                          titles were not included to recipients, ie. just
                          their surnames, although titles in the
                          salutations were included. Incomplete
                          addresses is also apparent generally with

               Betty                                                       Eve
36   5/23/2006 Millar                                                      Billings

                          Thistle Hotel Kensington Fan 17/05/06.Better
                          venue. Better room layout. Venue poor. Lunch
                          v good. Venue too cramped & poorly
                          designed. It would have been helpful to have
                          known Queensway tube station was closed!
                          Room not well laid out. Tube desrcibed as
                          nearest was closed. Poor layout. Venue could
                          have been better, in terms of
                          accomodation(delegate comments Edinburgh
                          council) This is probably the worst venue for
                          this type of workshop that I have attended.
                          Strange room-not really a good layout. lunch
               Maureen    was ok, but not good. Room unsuitable. Room      Dean
36    6/9/2006 Faulkner   small & narrow-not good for course               Henry
                          Oriel House Hotel St Asaph FAN 17/05/06
                          Glasses dirty, ants on table, food cold, would
                          not choose venue myself for an event.
               Maureen    Excellent venue. Cleanliness was not the best-   Dean
37    6/9/2006 Faulkner   dirty glasses/ants/cold food                     Henry
                        Heath Court Hotel Newmarket Benefits
                        25/04/06 Venue-not large enough for the
                        number of attendees. Very nice lunch. Seating
                        bit squashed in! Heath Lodge very good
                        venue but due to number attending very
                        cramped. The venue itself was fine, however
                        the room was cramped and there was not
                        enough space for each delegate. Room
                        cramped but food good. Whilst the venue was
               Maureen very good as a whole the room was cramped Dean
38    6/9/2006 Faulkner given the number of delegates                 Henry

                        Pan eventCopthorne Hotel Manchester
                        23/05/06 Noise levels due to adjoining rooms
                        was a problem at times. Training room too
                        noisy. Less noise from other groups in next
                        room. Too noisy but the lighting was quite dim-
                        again these are issues for the hotel itself. A
                        partioned room lead to siginificant noise
                        problems which was at times very distractive +
                        resulted in sent info being delivered by
                        speakers lost. Suggest the venue needs a
                        dedicated room/area in future. also carpet in
                        coffee area dangerous (H+S issues) Taxis
                        cost more than £5 from manch.Pic!! The noise
                        from the event next door was significant led to
               Maureen the detriment of the CIPFA conference. The       Dean
39    6/9/2006 Faulkner partition did not block out noise.              Henry

                       Record a procedure for dealing with joint
                       events - caller telephoned LS regarding a
                       'FAN' event and call was put through to Eve
                       Billings, the query actually related to a ITT
                       event (the caller said it was a FAN event and
                       an email was sent from the FAN) we
               Liz     transferred the call - EB ascertained that this
               Simmond was an ITT course and transferred the call
40   6/20/2006 s       back to LS - not a good business impression!      SBSO

                         The feedback forms and processes indicated
               Kiley     in the ISO manual does not apply to the         Emma
41   6/27/2006 Stubbings training division.                              Butler
                        FAN event on the 18th July on Consensus
                        shows the Newcastle Marriott in Gateshead.
                        The accommodation confirmation that was
                        sent through had the wrong address. If I hadn't
                        of picked this up then Roman would have
              Kiley     been staying at a different hotel to the where  Dean
42   7/7/2006 Stubbings his FAN event would be on the 18 July           Henry

                        Roman was confirmed to stay at the Copthorn
                        Tara for two nights (4/5 July) and we have
                        confirmation for this. He was told by the hotel
                        that they only had one night confirmed and
              Kiley     ended up having to pay by credit card for the Dean
43   7/7/2006 Stubbings second night.                                   Henry
                        CBRS Event-Arden Hotel-Solihull-5/7/06.
                        Shame the air conditioning wasn't a little
                        cooler. Room too small. Seating
                        arrangement not ideal. Room was
                        overcrowded. Far too hot/small. Not good at
                        all. Venue very poor. Lunch disorganised.
                        Room cramped and claustrophobic. Room
                        was far too hot! Room too warm. No air
                        conditioning. Venue too hot. Chairs in
                        conference had very hard seats. Very
                        uncomfortable for a full day course. Room too
                        hot. Service at lunch slow. Room too hot.
                        Food too fussy with silver service. Room too
                        small cramped at tables. Air conditioning very
               Maureen poor. The atmoshpere at lunch over              Dean
44    8/4/2006 Faulkner difficulties was off putting.                  Henry

                        ITT event 27th June 2006 @ QAG Delegate
               Maureen said website gave different date(!) (Jim            Liz
44   7/24/2006 Faulkner Marston of Reading BC)                             English

                          A projector was given to Garym Lambeth a
                          speaker for Benefits events in July, this was to
                          be left at the hotel at his last event and a
                          courier to collect the following morning.
                          Unfortunately Garym took the projector with
                          him as he 'wasnt sure what to do' (even
                          though he had been emailed) and the courier
                          was turned away empty handed. Another
                          courier was booked to collect the projector
               Eve        from Garym's place of work for the following     Eve
44    8/2/2006 Billings   day.                                             Billings

                        Education Fan event-London- 20/07/06.
                        Ed fan website needs to list events coming up-
                         there is very little information about future
                        events. On checking the website J LeMasurier
               Maureen is also still the contact name for this service Eve
45    8/4/2006 Faulkner and there are no dates for events.             Billings

                          Social Care event held at QAG on
               Betty      01/08/2006. One delegate complained on the       Dean
46    8/8/2006 Millar     feedback form 'filthy carpets'.                  Henry
                        Benefits event 8/06/06 London QAG
                        Delegate Guy Jones of Lond Boro of Merton
                        stated on his feedabck form: Admin went
                        seriously wrong this time. Faxed booking form
                        12/5/06 No confirmation either by email or
                        post. Phoned 30/05/06 to chase up, told only 2
                        delgates booked and CIPFA would confirm on
                        receipt of re-fax. Did so. No email chased
               Maureen 31/05/06 said that got it. had to continue      Eve
46   7/25/2006 Faulkner chasing. Only got phone confirmation.          Billings

                         TMF Conference @ Ambassadors Hotel
                         6/9/06. Cramped Room, Room to cold. Noise
                         of building work in hotel affected the delegates
                         from hearing speakers. Inadequate ladies
               Charlotte toilets. Failed IT Equipment (2 Presentations    Dean
47   9/11/2006 & Dean    didn't work)                                     Henry

                          Feedback from Ann Cameron Knowsley
                          MBC - 01704 506 563. She is attending
                          a project mgt course that we are
                          running next week and she rang up to
                          complain about the cost of car parking
                          and enquired as to why we don't
               Liz        have negotiated car parking rates for          Dean
48   9/19/2006 English    our participants.                              Henry
                         Delegates attending HAN event on
                         21.09.2006 in B'ham - arrived at hotel and
                         was informed that there was no CIPFA HAN
               Liz       event there today - delegates called their        Dean
49   9/21/2006 English   office and their office called us.                Henry

               Emma      Non conformance 1: No authorization               Emma
50   9/22/2006 Butler    recorded since original issue                     Butler
                         Police FAN event on 5 Oct 06 - Advisor
                         reported Problems with car park. Hotel
                         blamed us for not letting them know
                         beforehand whether IPF or delegates paying.
                         Building noise - I had to ask this to be
                         stopped/minimised. Also, no dessert at lunch
                         or coffee served at the tables. Also not much
                         room for delegates. We asked for cabaret
                         sytle, for 35 people. Hotel said max was 40,
                         but you wouldn't get more than 35 in Redcliffe
                         Suite 3, which was our room. NB: Building
              Betty      noise will continue, because hotel building       Dean
50 10/17/2006 Millar     extension.                                        Henry

               Emma      Non Conformance 2: Retention time not             Emma
51   9/22/2006 Butler    defined in P.22 of QMS                            Butler
                         Police FAN event on 12 Sept 06 - Advisor
                         reported But building work is due to contiune
                         during 2006 & 2007. Excessive building
                         noise, both outside and inside the building.
                         Noise outside was just outside room. So it was
                         very noisy. Venue kept promising it would
                         stop, but when it did, it would start up again
                         later. Also the room was very hot, I tried to
                         use the air conditioning, but it didn't seem to
                         work. I also reported it to staff, but nothing
              Betty      changed. We couldn't open the window              Dean
51 10/17/2006 Millar     because of the building noise! However, they      Henry

               Emma      Non conformance 3: Insufficient evidence of
52   9/22/2006 Butler    annual planning/review                            SMT

              Liz        ITT member has requested that we do not           Liz
52 10/20/2006 English    send e-shots as a high priority                   English
                        Observation 1: Investigation should be tracked
                        via Action Log. A low "very happy" score has
                        triggerred an investigation - this contradicts
               Emma     divisional policy of setting Delegate Feedback
53   9/22/2006 Butler   KPI's on % scoring "happy or very happy" only. SMT

                        Event held at QAG on 17 October - complaint
              Admin     made by one of the delegates. The delegate
              Dept      reported found 2 insects crawling in her       Dean
53 10/23/2006 (N&F)     sandwiches!                                    Henry

                        Observation 2: Delegate satisfaction KPI
               Emma     target % is effectively only a measure of those
54   9/22/2006 Butler   who think you are better than poor.             SMT

                        Delegate attending the CBRS Benefits event
                        on 20/09/2006 at QAG noted, was concerned
                        that he wasn't emailed about events during
                        the Summer especially as thishappened
              Betty     during 2005/6 - but he hoped this is sorted    Eve
54 10/24/2006 Millar    now!                                           Billings

                        Observation 3: Event checklist not completed
               Emma     for workshops - how would you provide           Emma
55   9/22/2006 Butler   traceability or continuity in employee absence? Butler

               Emma     Observation 4: Consensus does not note         Emma
56   9/22/2006 Butler   confirmation of speakers                       Butler
                         Observation 5: No recording of website
               Emma      publishing - as no spreadsheet or Consensus     SNR
57   9/22/2006 Butler    info.                                           BSO's

                         Observation 6: There appears to be basic
                         functionality & operational issues with the new
                         Consensus System resulting in a spreadsheet
                         system/s being run in tandem? Personnel do
                         not enter information on to Consensus real-
                         time as it does not allow editing or
               Emma      amendment, therefore it has poor tracking or    Robert
58   9/22/2006 Butler    status functionality.                           Maytum

               Emma      Observation 7: No target percentages
59   9/22/2006 Butler    available or evident                            SMT

                         Observation 8: Route cause & solution not
               Emma      identified for item 6 - should be determined for Emma
60   9/22/2006 Butler    all recorded items                               Butler

61   9/22/2006 Butler                                                   SMT
                         Observation 9: Ongoing analysis needs to be plotted & monitored over time to measure improvement o
                         Venue: L B Hillingdon (Training) on
               Admin     14/09/2006 - Advisor feedback form reported
               Dept      an answer to one of the exercises was          Kiley
62   9/22/2006 (N&F)     included in the pack for delegates. of the
                         Unable to secure rooms at the venue            Stubbings
                         hotel where we could have been invoiced - we
                         did not have an account with the hotel that we
                         booked the accommodation with. We was
                         asked to make a credit application so that we
                         could be invoiced for the accommodation or
                         pay on departure as this is not a hotel we
               Liz       would be using on many occasions (just an ad- Dean
63   9/22/2006 English   hoc basis). The associate plus all the         Henry
                         EB observation 1: How can we demonstrate
               Emma      Savings in relation to Mailings Generated and Emma
64   9/27/2006 Butler    Paper Usage                                    Butler
                         EB observation 2: Meeting/Agendas/Records
                         of planning meeting are only saved locally. A
                         copy should be saved on the central records
               Emma      for back up purposes (I.e. if the manager
65   9/27/2006 Butler    became unwell or pc data was lost)            SMT

               Admin     PAC held at QAG on 11 September - Advisor
               Dept      reported on Advisor Feedback Form, laptop      Dean
66   9/27/2006 (N&F)     was not working at QAG                         Henry

                         Customer called and asked to speak to a
                         member of staff who deals with TAS. Call
                         came through to LE and then to EGB who
               Liz       mentioned this was not a service dealt with by Eve
67   9/28/2006 English   CIPFA Networks                                 Billings

                         Cancelled Health event today - delegate
                         arrived at venue when this was cancelled.
                         Canx email had been sent on 11/09/06 and a
                         follow-up phone call made to delegate,
               Liz       message was left with colleague and            Liz
68   9/28/2006 English   colleague's name taken.                        English
                        A Scottish AMP event was held at the Stirling
                        Highland Hotel on 19 September 2006 and
                        various complaints are here recorded.
                        Advisor's comments: Poor shape of room.
                        Room shape was noted on a number of forms
                        as was the quality of meal, service and car
                        parking. Can we stay away from this hotel
                        whenever possible. Delegates comments:
                        Room at venue did not suit style of
                        presentation. Car parking facilities very poor.
                        Parking inadequate compared with other
                        venues. Poor parking. Poor lunch. Can we
                        use somewhere with adequate parking.
                        Dunblane is always good. Venue had limited
                        car parking with restricted parking in
                        surrounding streets. Parking very difficult.
                        Seminar room not good - acoustics poor.
                        Lunch - service poor and food not great.
                        Parking problems. Venue not as good as
                        previous - difficult to park, room did not
                        support presentation delivery. Dark and
                        uninspiring, difficult to hear delegates
                        questions. Parking was a problem on site.
                        Parking not easily available. Poor car parking.
                         Poor lunch/service. Venue environmemt -
                        poor room set up and delegate seating.
              Betty     Location not as suitable as Dunblane but        Dean
69 10/10/2006 Millar    Elgin/Inverness/Aberdeen whilst is much         Henry

                        Booking AV equipment for a BGF conference,
              Liz       payment in advance was requested but this  Dean
70 10/13/2006 English   was not processed                          Henry
                        Tour of stadium on BGF conference not
                        confirmed. Delegates booked the tour and we
                        now have 70 people who have booked the
                        tour. We are being charged over the price we
              Liz       originally thought. Update - Venue state not Dean
71 10/13/2006 English   aware of break out sessions.                 Henry
                        Roman Haluszczak reported that Cynthia
                        Changer, Director of Finance at
                        Buckinghamshire and Milton Keynes FRSA,
                        "has complained that our policy of delegates
                        having to give 10 days notice of a cancellation
                        for an event is wholly out of date in the
                        modern age. She has had illness in her
                        department and it is impossible to give 10
                        days notice that a person will be ill. She does
                        feel that she has been unjustly treated here
                        and that illness in her small department has
                        deprived her authority (Buckinghamshire and
                        Milton Keynes FRSA) of valuable FAN
                        support" RH was under the impression that
                        this 10 day cancellation policy was being
                        reviewed and updated in the light of what Cliff
                        Dalton had experienced recently. The
                        customer has asked for the two places to be
                        re-instated. RH has said to her that he will
                        investigate the facts of her case although he
                        does think that it would be politic to look
                        sympathetically on her predicament and
                        makes the statement that "we are trying to
                        keep fire authorities on board". RH asked Eve
                        Billings/Kiley Stubbings to look into what has
              Annette   happened in this instance and to e-mail the     Robert
72 10/16/2006 Millar    customer regarding the number of free places Maytum

                        Alan Tyler went to a different venue for the
                        Scottish CPS event today - he went to the
              Liz       Dunblane Hydro and the event was being held
73 10/31/2006 English   at the Stirling Highland Hotel               Liz English
                        A delegate telephoned from Perth & Kinross
                        Council -she was at the Stirling Highland Hotel
                        and there were no signs for the event. She
                        went to each room and knocked on each door
                        and asked whether this was a CIPFA event,
                        she was told no. She went to one room which
                        had a sign outside saying 'PPG Event' and
              Liz       this was actually the room where the event      Dean
74 10/31/2006 English   was being held - the Acadamy Suite.             Henry

                        There was no room booked for an event at the
                        Park Inn Hotel when Advisor arrived but hotel
              Betty     did provide one for a CSAN event on           Dean
76 11/17/2006 Millar    15/11/2006 in York                            Henry

                        Event at the Ramada Jarvis Hotel, Chester on
                        16 November 2006. A delegate requested a
              Betty     Vegan meal on booking form but complained        Dean
77 11/22/2006 Millar    that this had not been passed onto hotel.        Henry
                        Advisor reported at CBRS - Revenues event
                        on 2nd November at the Ramada Jarvis
                        Piccadilly Hotel, Manchester, the one way
                        system changed. Conference facility - good.
                        Lunch - poor. Hotel - tatty and lifts not
                        working. Bedrooms - poor. Staff friendly and
                        helpful. This has been the subject of much
              Betty     correspondence with hotel - consider returning   Dean
78 11/24/2006 Millar    if/when refurbished.                             Henry
                          An event was held at the Copthorne Hotel,
                          Manchester on 9 November. Complaint
                          recorded by Mike Griffiths. Arrived at hotel
                          9am. Sent to wrong room by reception
                          (different part of the hotel). Came back - only
                          Chris Taylor (Arling Close) knew where room
                          was - found room to be small, shabby, swing
                          doors with lock not operating properly and
                          banging into where chairs set out for
                          delegates AND not enough chairs - AND NO
                          BOXES. Went back to reception - did not
                          know what we were talking about. Called Julie
                          to confirm delivery. They looked - could not
                          find them. Eventually they said - "we've found
                          it. Porter is bringing them". It turned out to be
                          for RBS. Called Julie again - got name of who
                          had signed for boxes - Meg said at reception -
                          "Oh that's okay, she'll be in at 10am". We
                          were the hitting roof by now with virtually all
                          delegates present - eventually boxes delivered
                          with minutes to spare. All highly
                          unsatisfactory. Also not enough coffee cups       Dean
79 11/28/2006 Betty Millarset out initially.                                Henry

                           Linda Major had complained about the fact
                           that we are only running events in London and
                           York and the events have a very early start      Alison
                           time so their delegates would have to stay       Dewhirst -
                           overnight. Andrew Leck therefore agreed a         Alison
                           reduced price for South Wales Police of £125     said she
                           per delegate for this series of workshops. I     would
               Liz         have agreed to start special events at a later   deal with
80   12/1/2006 English     time in future to stop this occurring again.     this.

                         Final number - A CIPFA FAN Training and
                         Development event was being run at QAG.
                         Final number two day prior to the event was
                         12. From the day the final numbers were given
                         to the day of the event, there were three more
                         people booked on. The room layout was only
                         set up for 12 people and even though we have
                         maximum numbers of 19, the advisor
                         indicated that the room was to small to
                         accommodate that many. There were also two
                         additional advisors wanting to attend the event
                         at the last minute making the total number to
                         be 18 including the advisor. I also spoke to
                         Ashley on the morning of the event and they
                         only catered for 9 people because they always
                         undercut numbers because of the generous
                         portions. I had to ring Ashley and ask him to
                         organise more sandwhiches for lunch because
               Kiley     I knew that there would not be enough for 17
81   12/6/2006 Stubbings people.                                         Dean Henry
                          A Health event held on 9 November 2006 at
                          the Ramada Leeds Parkway Hotel caused the
                          Advisor to lodge a complaint on the Advisor
                          Feedback Form and as follows: Lots of
                          Events going on and hotel staff couldn't seem
                          to cope. No OHP screen - Couldn't track
                          down boxes initially - Didn't have my overnight
                          reservation - Run out of pads - Nothing on
                Betty     tables (eg water, pads, pens) - No one from         Dean
 83    1/9/2007 Millar    hotel came to see me until 9.15 am !                Henry
                          Comment made by Advisor after an event
                          held on 16 January 2007 at the Gipsy Hill
                          Hotel. I made a comment on the tepid lunch,
                          particularly the vegetables. Considerably
                Betty     worse value than in the past. We need to      Dean
 84   1/22/2007 Millar    keep an eye on this!                          Henry
                          An email was sent from the correct mailbox    English /
                Liz       but the wrong service name was in the subject Brenda
84a   1/30/2007 English   line
                          Complaint from delegate regarding the late    McAlpin
                          submission of essential papers from the Home
                          Office a workshop in December email from

                          The receipt of this is VERY disappointing from
                          Narinda. There were a number of issues
                          which Narinder undertook to clarify from her
                          presentation, namely what forces are
                          expected to do with respect to the publication
                          of forecast BVPI results for 2007/08 plans as
                          well as other planning issues relating to
                          2007/08 and beyond.

                          To effectively wait over five weeks and then
                          effectively get her speaker notes is not what I
                          understood Narinder undertook to do. Could
                          you pass on my disappointment next time you
                          speak to her. It appears that police forces are
                          expected to deliver against extremely tight
                          timescales against a backdrop of dwindling
                          funding, while the Home Office continue to be
                          unclear and unspecific around the implications
                          of new acts and fail to deliver on what they

                          Sorry for the rant but I do find the "do as I say
                          not as I do approach" being adopted here.

                          For the record I found your assessment on the
                          day extremely enlightening and invaluable to
                Liz       my understanding of the future planning       Alison
84b   1/30/2007 English   environment.                                  Dewhirst
                         Advisor reported on Advisor Feedback Form
                         there was no agenda in a Health Delegate
               Betty     Pack. Event was held on 17 January 2007 at           Liz
85   1/24/2007 Millar    QAG.                                                 English
                         A Health event held at the Thistle Manchester
                         Airport on 25 January, Advisor made a
                         comment on feedback that the venue is more
               Betty     expensive for taxi fares from the airport as it is   Dean
87   1/31/2007 Millar    just 1/2 mile over the border into Cheshire,         Henry

                         Advisor added comment after event at the
                         Ramada Jarvis Hotel, Manchester, held on 31
                         January 2007 - Room was good but access
               Betty     and reception to hotel were poor. I would not Dean
88    2/6/2007 Millar    recommend stay with hotel overnight either.   Henry

               Liz       Advisor feedback form stated that no CD              Liz
89    2/7/2007 English   presentation had been placed in box                  English

                         Joining instructions not being sent at time of
                         booking - number of delegates called through
               Liz       to office and upon checking these bookings           Liz
90   2/16/2007 English   the Jis had not been sent                            English

               Liz       Templates - must be kept as templates and            Liz
91   2/16/2007 English   not saved over - not an efficient use of time        English
                         returned mail - letters have been returned that
                         were sent out as part of a mailshot which had
               Liz       either no addresses or incomplete addresses          Senior
92   2/16/2007 English   on                                                   BSO's
                         Delegate called Andrew Leck and mentioned
                         that no confirmation details had been received
                         for the PIN launch event on 22nd February.
                         Upon further investigation it became apparent
                         that the email address for the delegate was
               Liz       incomplete on Consensus and read                     Liz
93   2/20/2007 English   "john.swade@"                                        English
                         An email regarding a renewal was place in the
                         delegate packs for the HAN event today - LD
                         called to report this. Upon further
                         investigation it appeared that the email was
                         caught in the middle of a document - we're
                         actually unsure how this got there as it was
                         not at the end or the beginning of the
                         document that it was attached to.
                         Having now spoken with Julie L - I have been
                         advised that printing during a copy job will
                         interrupt the copy job and may insert whatever
               Liz       has been printed into your items being copied.
94   2/20/2007 English   LE to investigate further with IT helpdesk.    SBSO's

                         A BGF - Counter Fraud event at the Aztec
                         Hotel on 6 February, the Advisor reported on
                         Advisor Feedback Form that the room was far
                         too small for 30+ people. Sandra Moss did
                         speak to the Conference Manager and they
               Betty     will be in contact with Julie or Dean. I told
95   2/23/2007 Millar    them we would be looking for compensation.    Dean Henry

                         Projector problems at the Performance
                         Improvement Network launch event. Three
                         laptops would not work with the projector. A
               Liz       projector had to be sent up from the office on    Liz
96   2/26/2007 English   the day of the event.                             English
                         Overnight accommodation for Mohamed Hans
                         at the Holiday Inn in Cardiff night of
                         28/02/2007. He was not happy with the
                         standard of accommodation, the hotel room
                         was dirty and there were creepy-crawlies
                         crawling over the floor. MH has discussed
                         with the manager and we will not be charged
               Liz       for this accommodation but Mohamed wants          Dean
97    3/2/2007 English   this back to Inntel.                              Henry
                         Event held at the Angel Hotel in Cardiff on
                         01/03/2007. Mohamed has reported that the
                         venue was not up to standard and that the
                         venue is in dire need of refurbishment and MH
                         is surprised that this is in the PVP. MH does
               Liz       not want to use this hotel again but would like   Dean
98    3/2/2007 English   his comments fed back to Inntel                   Henry
                         Gipsy Hill Hotel, Exeter used for a FAN event
                         on 27/02/2007. Sandra Moss asked that
                         comments be made on her behalf and
                         delegates. Sandra's comments, "See
                         delegate comments. Tired facilities. Please
                         see comments from delegates." Delegates
                         comments "Awful venue. Instructions were
                         useless. Very disappointing venue,
                         particularly the smell of chips!! Food was very
                         poor - no real attempt to provide anything for
                         vegetarians. The food was generaly poor -
                         the hotel only got away with this because
                         delegates aren't paying directly for food.
                         Better instruction to venue. Map not good.
                         The venue was satisfactory but difficult to find.
                Betty     Okay, but not easy to find. Map a little          Dean
99     3/6/2007 Millar   sketchy. Room was a bit hot.                       Henry
                         A box was suppose to be delivered to the
                         Royal York Hotel but the concierge was not
                         there to sign for it and the courier left. This is
                         the second time this has happened.

101   3/26/2007 Eve                                                        Billings
                         Lewis Day failed to deliver box by 12 noon to
                         QAG on 27 March . Their paperwork
                         confirmed had taken incorrect time delivery
                         and box was signed for at 2:00 pm. No
                         charge to be made as operator at Lewis Day
                Betty    admitted he had recorded incorrect delivery       Betty
104    4/3/2007 Millar   details on their sheet.                           Millar
                         Received a call from Lewis Day to advise of a
                         delivery problem for the two boxes for delivery
                         to the Holiday Inn Cambridge Hotel for event
                         on 28 March. Lewis Day advised that one of
                         the boxes had been re-routed to another
                         depot, therefore only one box will be delivered
                         to the venue on 27 March and instructions
                         have now been given for other box to be
                         delivered by 8.30 am on 28/03/2007. Second
                Betty    box confirmed delivered on 28 March by 8:30       Betty
105    4/3/2007 Millar   am.                                               Millar
                                            ACTION LOG
 ACTION TAKEN                           COMPLET
                                        INITIAL       SUPPORTING
          DESCRIPTION                                                    CONCERN OR
                                         & DATE       DOCUMENTS
                                                                       COMPLIMENT OR
 Changed all reference to Networks         EB                           IMPROVEMENT
   and Forums to CIPFA Networks          27/03/06    Q&E MANUAL      IMPROVEMENT

                                                    Received apology
                                                    letter from
                                                    confirmation which
                                                    Inntel forward to
28/03/06 - Dean sent Email to Inntel                Venue. Inntel
                                        DH 29/3/06
requesting details provided for each                have inputted a
venue as to name of who box should                  section inform
be directed to, awaiting response.                  hotels to Inform
Agreed at Inntel Meeting on 24/05/06                Clients (IPF) of
that BSO will get name of person at                 whom they should
venue 2 days before event for box to                address there
be sent to                                          materials to.       CONCERN
                                                    In the future the
A member of the admin team left the                 SBSO will have a
department and this particular                      handover meeting
booking form had not been passed                    with the person
over to be processed. Delegate                      that is leaving the
                                        JL 29/03/06
contacted admin regarding not                       company. This
receiving ji's and was asked to                     will ensure
resubmit the booking form, their                    documentation
booking was then "efficiently                       does not go
processed".                                         missing             COMPLAINT

 Draft "information sheet" has been
   forwarded to SMT for review.
 Awaiting response - 13th April 2006

 Response Received, this document
 will now be included in all welcome
packs and used to send to customers
 who are unclear about the system.

  Informed venue agency. Venue
agency will now chcek park facilities   DH 12/4/06
                                                     Received apology
   with venue before confirming                      letter from Hotel COMPLAINT
The letter has been scanned and sent
  to Sandra Moss and Greg Marks 3
 April. Greg Marks telephoned David
      Harwood 3.15pm 3rd April.
Apologised. No disputes. He accepted JL 04/04/06
 the offer of 2 free places for future
  events & requested that we email
him to confirm. Julie confirmed by e-
              mail 4 April.                                       COMPLAINT

Peter C to authorise such invoices if
      Senior Manager on leave

   Alana Mabey followed through,
   invoice sat with accounts for 2
 weeks. Accounts apologised and
advised al l invoices for Mike Griffiths
       will be priority in future.

                                                  Ashley informed
                                                  me that when
                                                  ordering lunch at
                                                  QAG they under
                                                  order as when
                                                  they don't there is
                                                  a lot of wastage
Emailed Ashley @ QAG to inform him                cost the company
of the Quantity of food he is ordering DH 3/5/06 money. Ashley
              is not enough                       has said that the
                                                  advisors are also
                                                  able to choose
                                                  individual menus
                                                  from the caterers
                                                  menu list that was
                                                  sent out. DH to
                                                  now ensure this is
                                                  done                COMPLAINT
                                                  Customer did not
     I responded to the customer
                                                  respond to LS
apologising and assuring her we have
                                           LS     email - assume
  made a note of the feedback and
                                       26/04/2006 that she does not
   that this has been passed to the               wish to take the
    service manager, Paul Jackson                 matter further      COMPLAINT
                                                      Mailshot - slip
                                                    inserted into flyer
                                                      indicating our
                                                    knowledge of the
                                                   'printers' error and
                                                      giving correct
Printing error giving date of two day                days. The PDF
 BGF conference as Tuesday 9 May        JL 7/04/06     version was
         and Tuesday 10 May                           amended for e-
                                                   shots and website.
                                                      All flyers to be
                                                     checked by the
                                                      SBSO prior to
                                                       going to the

                                                    Received apology
                                                     leter from Hotel.
                                                      Hotel have said
                                                         they were
                                                       surprised our
                                                      delegates didn't
                                                     enjoy the themed
 Emailed Inntel to inform venue that
                                                    lunch. If we return
 our delegates were not happy with      6/1/2006                             Complaint
                                                    to the hotel we will
the lunch provided on the day 4/5/06
                                                      receive a 4 star
                                                      service with a 4
                                                     star meal. DH to
                                                       ensure this is
                                                     picked up at next
                                                          event (if

                                                    Ashley responded
                                                     to email. Number
                                                        of delegates
                                                      booked onto the
                                                      event were over
                                                      maximum room
                                                       capacity. With
                                                       regards to the
                                                       toilets at QAG
    Emailed Ashley @ QAG and
                                                    additional facilities
informed him of delegates comments      5/4/2006                            COMPLAINT
                                                      are available on
                                                      both the ground
                                                      and first floors -
                                                          these are
                                                        indicated on
                                                      visitors card on
                                                    the facilitator table
                                                     or near the laptop
                                                    and usually on the
                                                    delegate tables too
                                                    Julie has merged
                                                    all the individual
                                                   spreadsheets into
                                                          one non
                                                     database (8,000
                                                   for England). This
                                                     spreadsheet has
                                                   gone down to Tim
We need to sort out all of our
                                                     Ramsdale to de-
databases for non-subs, one sheets
                                                      dupe. Julie will
are fine, these can be updated
                                                    then take out any    COMPLAINT
straight away, however, we are
                                                    members. This
always being asked to request new
                                                       process now
data from marketing and this is sent
                                                       needs to be
over in a different format than our one
                                                      carried out on
sheets, so once we have de-duped
                                                   Ethical Standards,
them we tend to keep them separate
                                                   IQN and PAC. All
under the individual streams/service,
                                                   service databases
which is obviously not working when
                                                        have been
amendments need to be made. I will
                                                     merged into one
look into this and and rectify this
ASAP. In the interim, I will ensure that
                                                     spreadsheet for
amendments to databases are dealt
                                                       each service.
with immediately.

   Liz called the venue agency and
faxed over a confirmation letter to the   LS
hotel that confirmed we would pay the 10/04/2006
      room fee's for the speakers
                                                     Delegate packs
                                                    were not sent out
                                                        until the day
                                                    before the event
                                                   and were asked to
                                                     be placed on a
                                                        before 9am
                                                     delivery. When
                                                   the problem arose
                                                         the courier
                                                      confirmed that
                                                   they do not assure
                                                     delivery before
                                                   9am, but they had
                                                   not informed us of
None on feedback form - this will be        LS         that when we
     followed up with advisor           26/04/2006 booked the job in.
                                                      This has now
                                                     throughout the
                                                     team for future
                                                     BOXES MUST
                                                      NOT GO DAY
                                                     BEFORE AND
                                                   SNR MANAGERS
                                                           TO BE
                                                     INFORMED IF
                                                      THIS IS NOT
 Emailed Inntel to inform of problems
which we encountered at the Ramada                  Please read this
  Grange Hotel 12/4/06 - Inntel have                advisor feedback       CONCERN
  logged the problems , which were                        form
       encountered on the day.
                                                     Hotel emailed
                                                    over apology for
                                                        Mr Lecks
  Emailed Inntel to inform them of                  unhappiness at
   Andrews unhappiness at the           6/13/2006   the Hotel. Hotel       CONCERN
  Rochester Grange Hotel 8/6/06                   have said they will
                                                      give Mr Leck
                                                   special treat next
                                                  time he visits hotel

                                                   James Lamb sent
Dean Henry was notified of the error               out an e-mail to all
 and corrected mistake. ABSO and                    booked to attend
BSO have been asked to ensure all       JL26/04/06   explaining the       IMPROVEMENT
details are correct when a new event                 start time was
        is set up in Consensus.                     incorrect on the
                                                   Joining Instructions
                                                  Intel responded
                                                  with a report, but it
                                                  was found that
                                                  these had been
                                                  reported far too
                                                  late after the
                                                  event (ie..because
                                                  they have come
                                                  from feedback
                                                  forms which were
                                                  old). New process
                                                  now to ensure
                                                  these are reported
                                                  to intel
                                                  immediately on
                                                  receipt of forms
Report submitted to Inntel 24th May               (and sooner if
2006 - awaiting response - Updated                highlighted by the
Inntel 22/6/06                                    relevant advisor)         CONCERN

                                                  Intel responded
                                                  with a report, but it
                                                  was found that
                                                  these had been
                                                  reported far too
                                                  late after the
                                                  event (ie..because
                                                  they have come
                                                  from feedback
                                                  forms which were
                                                  old). New process
                                                  now to ensure
                                                  these are reported
                                                  to intel
                                                  immediately on
                                                  receipt of forms
                                                  (and sooner if
Report submitted to Inntel 24th May               highlighted by the
2006 - awaiting response                          relevant advisor)     CONCERN
                                                  Recived apology
                                                  from Hotel. Hotel
                                                  have said that
                                                  they have a new
                                                  team of chiefs that
                                                  will do there best
                                                  to meet and
Emailed Inntel 10/5/06 and informed               hopefully exceed
them of our delegates comments.                   there clients
Awaiting Inntels response from venue.   5/12/2006 expectations.         Complaint
                                                     Having spoken
                                                     with betty to try
                                                     and find out who
                                                     the person was
                                                     that encountered
                                                     the problem with
                                                     the equipment.
                                                     Betty was unable
Pending response from IT department                  to find any details. CONCERN
Email to Marketing to ask them to pop
this onto the booking form terms and
conditions and also to the team to
remind them that this must be on their
booking forms - LS will also add this
COPY of the booking forms on the
system                                                                 COMPLAINT

Updated Inntel 22/6/06. This venue
was only used as prefered venue was
fully booked. All delegates comments
have been noted, and if are prefered
venue (gipsy Hill Hotel) was to be
unavailabe again we would source an
alternative venue not the the Thistle
Exeter Hotel                             11/9/2006                     CONCERN

Following the re-structure within the
department the website contact
details are showing the incorrect
contact details now - this has been
requested with the Internet Services
on more than one occasion by Liz                    This caused a
Simmonds                                            problem internally
ONGOING - as at Friday 16th June                    when a customer
this had still not been updated and                 telephoned with
was discussed in the SST meeting                    an enquiry about a
LIZ SIMMONDS CONTACTED                              course - the
STEVE JOHNSON by email on                           reception staff did
Monday 19th June                                    not know where to
ONLINE services have set up a                       put the call
process that the user can update                    through to and it
their own contact details for their                 went back and
own services, this has been                         forth between
successfully used as I have been                    CIPFA and IPF
through the N&F services and                        before coming
updated all the contact details for      LE         back to CIPFA
all the services                         19.09.2006 Networks            Improvement
                                                    Another list of
                                                    contact details has
                                                    been given to
Another list of contact details have                reception to refer
been updated and given to reception                 to for future
to refer to for future reference.                   reference.          CONCERN
                                                    Ashley moved our
                                                    meeting into
                                                    another room at
                                                    QAG (St james
                                                    Room). If there
                                                    wasn't an
                                                    alternative room
                                                    available we
                                                    would of have had
                                                    to move to an
                                                    external venue,
                                                    which means
                                                    calling all
                                                    delegates that are
                                                    booked on and
                                                    informing them of
                                                    the relocated
                                                    venue. (Recieved
                                                    email from
                                                    Ashley @ QAG
                                                    1/8/06).. Having
                                                    spoken with
                                                    Ashley @ QAG,
                                                    we have decided
                                                    that the best way
                                                    to avoid double
Called Ashley @ QAG to update final                 booking of events
numbers. When updating numbers                      is it DH send over
with Ashley, he noticed that he had 2               a list of N&F
events in the same room. Awaiting                   Event that are
feedback from Ashley as why and                     booked at QAG
how this occurred                       5/8/2006    on a montly basis. CONCERN
I spoke to Intel and they informed me
that the reason there was no
confirmation of the booking was
because they didn't link the names to
the event booking
At Inntel Meeting on 240506 agreed
that accommodation bookings will
now be separate to conference to
avoid confustion. SBSO's to agree
transition to new process asap           5/8/2006                    COMPLAINT
                                                     It has been
                                                     agreed that all
Delegates were ringing for joining                   future events, at
instructions after booking online. Julie             the time of putting
asked Tim Ramsdale to check the                      them on the
website to see why no online                         website, that a
bookings were being received . It                    BSO/SBSO tests
was noted that the IQN website had                   that the online
never been switched on to receive                    booking system is
online bookings. This has now been                   working for their
amended.                                   5/10/2006 services.           CONCERN

Julie wanted to check that the on-line
booking was working for PAC,
however, was unable to open the
events pages to book on-line. This
query was passed to Marta in Internet                As action 30
services and she informed Julie that                 BSO's SBSO's to
when transferring the website to the                 continue to check
new Web server the connection string                 all new events on
wasn't updated. Marta has now                        services websites
updated the correct string.                10-May-06 are working.      CONCERN

Amended spelling of GLASGOW on
map and asked Nicola to copy to K
drive for Consensus                       5/12/2006                   IMPROVEMENT
Systems Manager has asked that
BSO check print requests on
Consensus to ensure that Jis are
being sent. There have been
problems with dispatching Jis due to
server problems. IT notify N&F when LE
Jis are not being sent.                 19.09.2006                    CONCERN
Advisor did not request badges to be
included in the box when they
specified the items for the delegate
packs - LS will request all items for
the delegate packs to be listed in full
in future.                                                            CONCERN
                                                      Received email
                                                      back from Ashley.
                                                      Ashley has said
                                                      that as this is quite
                                                      an old compliant,
                                                      he would like to
                                                      know what the
                                                      thing of the food
                                                      at QAG now as
                                                      QAG have made
                                                      a few changes.
                                                      Also the advisor
                                                      have all been sent
                                                      a copy of lunch
                                                      menus , so are
                                                      able to make a
                                                      choice of there
Emailed Ashley @ QAG and updated                      own for there
him with advisors comments                            events.               CONCERN

When this mailing went out,
unfortunately it was not brought to
Davina's attention and there is no
copy of the original mailshot as an
example. An email has been sent to
amdin so that In future all mailings
which have any merge fields missing
are brough to the BSO's attnetion
immediatelty so that the database
can be updated or the mailshot has
the correct merge fields.                6/19/2006                      CONCERN

Updated Inntel of delegates
unhappiness of venue 20/6/06 - Inntel
have logged the problems , which
were encountered on the day.            6/20/2006                       CONCERN

Updated Inntel of delegates
unhappiness of venue 20/6/06. Inntel
have logged the problems , which        20/06/2006
were encountered on the day.             / 13/11/06                     CONCERN
Updated Inntel 22/6/06. When
booking future event at the Health
Court Hotel, and numbers are High
(25 plus) DH is to update the advisor
of comfortable room capacities (room
is to cramped when we have over 33
delegates booked on. Consider
capping the event at 30) 6/11/06        11/6/2006                    Improvement

Informed Inntel of problems at Hotel.
Inntel have logged the problems,
which occurred on the day. If this
problem was to reoccur Inntel will
update the venue on the problems
that we have encountered at the         21/06/2006/
venue                                     13/11/06                   Improvement

                                                    There are times
                                                    when services
                                                    send event details
As per item no. 26. Contact details                 to other services
for the website have been updated.                  database
Also, in future, all emails must clearly            information - this
state a contact point for the queries    LE         is where the error
relating to the service.                 19.09.2006 occurred.          Improvement
EB to address at next SMT meeting
in November - SMT believe it does
cover training and does not require
separate process                                                       Improvement
                                                      Inntel have sent
                                                      an eamil
                                                      apologising for
                                                      please accept my
                                                      apologies for this
                                                      error, it would
                                                      appear that the
                                                      incorrect hotel
                                                      code was added
                                                      to the booking,
                                                      which we noticed
Emailed Jacky at Inntel and informed                  and therefore
her of incorrect details that were sent               subsequently sent
over ,as this could have caused our                   through the
advisor to stay at a different hotel to               cancellation and
where our event was taking place           DH 1/8/06 new confirmation. CONCERN
                                                      Roman was told
                                                      that he was only
                                                      had 1 nights
                                                      booked because
                                                      he's seconds
                                                      was booked under
                                                      a separate
                                                      booking. This is
                                                      due to roman
                                                      having 2 different
                                                      event booked at
                                                      the venue and
                                                      each booking is
                                                      booked under a
                                                      different booking
                                                      number. For future
                                                      reference if you
                                                      have 2 separate
                                                      bookings at a
                                                      venue and require
                                                      for each booking,
                                                      you are to quote
                                                      the hotel with both
Emailed Jacky at Inntel and informed                  booking
her of problem, that roman                            references (Note
encountered at the Copthore tara                      from EB - what
Hotel for this over night                 DH 1/8/06 / have done
accommodation                              13/11/06 internally to         CONCERN
                                                   Received apology
                                                   email from Hotel.
                                                   Hotel said they will
                                                   make sure we
                                                   have a much
Eamailed Jacky at Inntel and updated               better service for
her of problems encountred at CRS                  our CPM Event on
Event                                   DH 11/8/06 the 16/8/06          Corcern/complaint
Once advisor has updated the
website with event information the
BSO should carry out a quality control             The ITT advisors
check to ensure that the dates                     usually update the
advertised on the website are the                  website
same dates as what the system           LE         themselves with
shows.                                  19.09.2006 event information. CONCERN
Jo Pitt was advised of the situation
and on her return from leave will
feedback to me. It has been agreed
that in all future cases where IT
equipment is borrowed by outside
speakers that as well as written
confirmation that we contact the
speaker the night before the last
event to confirm that they are clear as
to what the procedure is. This will be
communicated at the SST meeting on EB
the 26th Sept.                          02/08/06                        Improvement

This has been actioned by Liz
English. - See Action Log No: 26.

                                                  Received email
                                                  from Ashley @
                                                  QAG informing
                                                  that in the recent
                                                  week all carpets in
Updated QAG with delegates                        conference room
comment                                 9/11/2006 have been cleaned Complaint
On checking the booking in question
it was evident that Davina had
processed the booking but had not
sent any JIs,. This in Davina's
defence could have been that she
was new to the job and was unclear
in the terminology. For future
reference all new starters processing
booking forms will be supervised until
competent in the task. This will be
raised and quality process agreed at
the next SST meeting on the 26th
Sept                                                                   Complaint

Due to venue having refurbishments
we were unable to use the reception
area for refreshment breaks.
Therefore we had to cut the room size
so delegates had a separate area for
refreshment. Checked forth coming
events at the venue to see if we
would encounter the same problem
(Advisor notified) 2 presentations for
the event were unable to open on
laptop (Corrupt file) Managed to get
last presentation sent over via taxi.
BSO's to check all presentation on
laptop before sending out and IT to
update equipment. Regarding room
temp, Admin try to increase the temp
of the room on the day but was
unsuccessful.                             11-Sep-06                     Complaint
                                                    Received email
                                                    from Sian @
                                                    Inntel. Inntel are
                                                    going to contact
                                                    our prefered
                                                    venues to find out
                                                    if they are able to
                                                    offer our
                                                    delegates a
                                                    discouted car
                                                    parking rate
                                                    (Inntel are
                                                    negotiating rate
                                                    for 2007). For
                                                    venue that we use
                                                    on an adhoc basis
Sent an email to Inntel (venue                      this may not be
agency) to find out if they are able to             possible as we
get hotels to give our delegates a                  don't give the
reduced rate for Carparking at our                  venue enough
events.                                   9/22/2006 business.           Complaint
                                                   Tried to contact
                                                   Louise Dunne 5
                                                   times to inform her
DH called hotel conference office and              of the situation
asked what signs they have in the                  and to ask her to
reception area to direct delegates                 check signs
through the correct part of the hotel.             herself, not
Explained that the reception desk                  answering mobile.
was turning delegates away - the                    Booking ID 8892-
conference office said she would go                NF - 7 delegates
out and re-look at the signs to ensure             from Bournemouth
they were clear enough                   9/21/2006 BC                  CONCERN

Updated version with retention times
(Non Conformance 2) and saved as
version 1.5. Has been authorised by EB
Peter C & Emma B. Printed and Filed 22/09/06                        ISO Requirement

Reported to Inntel and logged on their
 complaints file - hotel not being
included in PVP                                                     CONCERN
Updated QMS with Retention Times.
Revised version to 1.5v and recorded EB
amendments                             22/09/06                     ISO Requirement

Report to Inntel and logged for future
reference and monitoring                                            CONCERN
All Advisors must provide evidence of
their annual planning review, I.e.
minutes of meetings, or action plans.
To be discussed at the next SMT on
10th October to agree - Agreed at
SMT                                                                 ISO Requirement
Peter Eckersley has decided that
weekly e-newsletters will not be sent
out as 'high' importance (note from
EB : should this be looked at across
the wider team?)                         LE 6/11/6                  CONCERN
All quality issues should be tracked
via Action Log. Also need to be clear
what the targets are as this
investigation raised even though
target met. To be discuseed at the
next SMT on the 10th October -
Raised at SMT - noted.                                                      ISO Requirement

Sent email to ashley @ QAG
informing him of delegates lunch on
the day of the event, (Received email
response from Donna @ QAG
regarding the cateing issue. QAG will
be monitoring the feedback received
from delages regarding the lunch. If
this problem was to re-occur, QAG
will investigate further and consider
changing catering company).                 11/6/2006                       COMPLAINT
Note - this waters down good
information gathering. Reccomend
you differentiate between people who
rate you just above poor & those who
reckon you are very good i.e.
Everyone scores very good - 100%
satisfaction, everyone good - 75%;
currently both would evaluate to a
100% KPI - To be discussed at the
next SMT on 10th October - See Item
62                                                                          ISO Requirement
Checked with admin with who the
delegate was and then checked our
database which had all the correct
information. I contacted her at the
authority and also checked with her
the extra contact details. She said
that it had been earlier in the year that
they had not been receiving this
information but this has now been
rectified.                                  22.11.06                        CONCERN
This is a procedure in place, but has
not been followed. EB sent out
reminder to team of this requirement                    ..\Emails
and that it is not negotiable. See                      Sent\Event
email sent 22/9/06                                      Checklists.rtf      Improvement

During the Audit. Grant identified that
Consensus did not note confirmation
of speakers. This is in fact not correct
and Consensus does note speakers.                       ..\Emails Sent\RE
EB to ensure all team are aware of                      Recording
the process to record speakers and       EB             Speaker
how to access this information.          22/09/06       Confirmation.rtf    Improvement
SNR BSO's to review this and agree
a procedure that ensures we do
record this information, and also that    ..\Emails Sent\RE
it highlights if it has not been          Recording The
published. EB sent email to SNR's to      Publishing of
review & report back to EB before         Events on the
action can be closed                      Website.rtf         ISO Requirement

                                          ..\Emails Sent\RE
EB emailed to Robert to add to the        Consensus Excel
areas for review in Consensus.            running in
Moving to 5.11.7 should address this      Tandem.rtf        ISO Requirement
The KPI document is in the
Controlled Copies File. However it
does not provide a specific target for
feedback. EB to address at next SMT
on 10th October. Agreed and
Amended                                                       ISO Requirement
EB should not have closed this off
until it was clear what the route cause
for this complaint was. This has been
noted and will be the case in the
future.                                                       ISO Requirement

SMT reviewed and alternative
approach agreed. EB to pick up with
PC                                                            ISO Requirement
Agreed at SMT meeting. To ensure
all papers are sent to Croydon

Emailed Ashley at QAG to find out
the problems encountered with
equipment. Received response from
Ashley (The laptop was fine - the
signal just had not been sent out to
the projector by pressing Fn F8 and
toggling to the correct setting. All of
the laptops here are in constant use
and we've had no problems).

Contacted Steve Johnson on Internet
services to inviestigate, he response
was that it looks like some sort of
partnership between CIPFA and
PWC, the contact details on the page
are: The Tax Advisory Service,
Catherine Porter - 0121 265 5595,                      On IPF website,                                contact details for
The result is that it the website clearly              TAS are showing
states a contact and number for any                    as CIPFA
queries.                                  23.11.06     Networks              concern

LE has asked NL to ensure that all
booking notes are kept up to date in
the booking on Consensus and also a
spreadsheet ring-round file, and we
are not to cancel the booking until we
have actually spoken to the delegate
to ensure that the information has
been received.                         LE 6/11/6                             concern
Sent email to Inntel inform of
delegates/advisors comments. The
Stirling Highland Hotel was only used
as the Dunblane Hydro Hotel, which
is our prefered venue was fully
booked. IPF & inntel will be working
to find a alternative for when the
Dunblane Hydro is not availabel        11/10/2006
The notification regarding payment in
advance was received after DH went
on leave (i.e. this is why it was not
picked up) However, this was also
incorrect as we had used this
company before and should not have
had to PIA. A review of all
procedures within the Events area is
underway, so if there are any
improvements to be made this will be
picked up as part of this review.     DH 1011/06    Improvement
                                                   states "The venue
                                                   can offer pre-
                                                   booked stadium
                                                   tours, which will
                                                   last for 50 minutes
                                                   and cost from £10
                                                   per person". The
                                                   Emirates are not
                                                   disputing that this
                                                   was an option, but
                                                   it appears at no
                                                   stage have we
                                                   confirmed with
                                                   either the
                                                   Emirates or Inntel
                                                   that we wanted to
                                                   book a tour.
                                                   Despite her best
                                                   efforts, Mary at
                                                   the Emirates can
DH spoke with Nick at the venue                    not find anyone
regarding the tours. Nick informed DH              available to do a
that he was able to update the venue               tour for us next
with numbers a week prior to the                   week. Mary is
event. DH was on leave and upon his                continuing to try
return found out the Nick was no-                  and find an
longer the contact for the event. DH               alternative but it is
should have confirmed in writing in                not looking
writing (email) with the venue                     hopeful. 30TH
regarding the tours and when we                    OCOTBER. Full
were to notify the venue by.            11/13/2006 complaint sent to
                                          Have located
                                          booking terms set
                                          up within
                                          however have
                                          tested and is not
                                          working. Have
SMT to review to 3 days. EB to            raised an error
check management of such in               with CS Group.
Consensus. Awaiting response from         Entered onto WIP
Robert on how we can manage this?         sheet to follow up. Complaint

                                          Discussed with
                                          Andrew Leck -
                                          both LE and AL
                                          informed Alan of
                                          the location back
                                          in September
                                          when the event
                                          materials were
                                          sent out to
                                          The venue was
                                          not changed, the
                                          SCPS event is
When an event is confirmed and            usually held at
there are a number of Associates          Dunblane - this is
involved, a confirmation email should     why Alan attended
be sent to all persons facilitating and   this venue.        Concern
Emailed Inntel to inform of delegates
unhappiness with the venue and also
no sinage for the event on the day.
Received email back from hotel                     The delegate went
apologising for the receptionest                   to the reception
unhelpfulness. Hotel will be                       desk at the hotel
addressing this further with                       and queried this
receptionest staff. The hotel have                 and also
also said that they have a Event                   telephoned Liz
signage board in the reception area,               English, the
which is updated daily with new                    delegate said the
events, which are taking place in the              hotel were not
hotel                                   11/10/2006 being very helpful. Concern
Having checked the system we only
have 1 event booked at the Park Inn
York Hotel on the 15/11/06 This is a
CSAN. (11/4/07) - Unclear as to what
this related to.                                                      Concern

                                                   Found delegates
                                                   booking, delegate
                                                   asked for a vegan
                                                   meal but this info
                                                   was not put on the
Having checked the system & final                  system. Will email
number details which were sent over                bso to advise that
to inntel. There was no record of a                this information is
vegan meal being required. Will have               very important and
to get bso to pull out booking forms to            need to be
check that the delegate requested a                updated on the
vegan meal                              DH 20/2/07 system 11/4/07      Concern/complaint

This hotel has not been included in
our recommended PVP, so will not be
used                                EB 19/03/07
Reported to Inntel for follow up and
future monitoring purposes              Complaint


Agreed that changes can be made up
to a day before an event and lunch to
be ordered according to the number
of delegates.                           Concern
No longerhotel regarding advisor
Spoke to used as not on our PVP            EB 19/3/07     Complaint
comments, hotel said they are sorry
the advisor was unhappy with the
lunch on the day. Will make sure all is
in order for the next visit especially as
we place so much bussines at there
hotel                                          DH
Liz reminded Brenda that e-shots
should be printed and quality control
checked prior to them being sent out
to customers                              LE 30/01/2007   CONCERN

Alison Dewhirst phoned Damon
McCarthy on 23rd January to answer
his request for information from the
Home Office. She also apologised for
not providing him with the answer to
his specific query on BVPIs earlier.
Damon thanked her for her help and
said that his disappointment had
been with the Home Office and not
the network, and that the network
provides an excellent service.       AD 23/01/2007        COMPLAINT
Check List was not used in this case -
must be signed off by SBSO for all
events in the future                       LS 31/1/07

No longer used by IPF as not on PVP

Not on our PVP so no longer in use         EB 19/03/07
Breakdown in communication -
advisor noted that CD's were not
actually used so the CD's were not
placed in the box as of 2007, this
should have been communicated to
LIZ ENGLISH to send email to all
advisors in the P&P team                  LE 07/02/2007                  CONCERN
Email reminder to all P&P team that
these should be sent at time of
processing booking - staff to use
booking form office use only section
to record confirmation date of
dispatching Jis                           LE 16/02/2007                  IMPROVEMENT

Email reminder to all P&P team that
templates in the shared folders must
be kept neutral to ensure that they're
available for the whole team to use LE 16/02/2007                        IMPROVEMENT

P&P BSO's are checking databases
to ensure that blank records are
removed                          LE 20/02/2007

                                                         EB NOTES:
When entering a new person record                        WHO ENTERED
into Consensus a check of the details                    THIS, AND WAS
that have been entered must be                           IT BROUGHT TO
carried out before clicking on 'ok' and                  THEIR
updating the system                                      ATTENTION???
More thorough checks to be made
with documents in delegate packs -
ALL documents to be checked page
on page as they are placed in the
master delegate pack               LE 20/02/2007

Sent complaint to Innntel, Hotel came
back and apologised for moving our
event into a smaller room. Hotel have
given compensation of £400 for the
inconvience caused.                      DH

Agreed with AL to always send IT
equipment with the event materials to
large events                          LE 27/02/07

Sent complaint to Inntel. Hotel have
apologised for Mr Hans unhappiness
with the hotel. Hotel will not be
charging for Mr Hans overnight
accommodation                            DH

Passed MH comments of
unhappiness with venue onto Inntel.
Inntel have logged this on there
system. MH will not be using the
Angel Hotel for any upcoming event
in Cardiff                               DH
Created New Map for thr Gipsy Hill
Hotel which we will using. Passed
advisors and delegates comments
onto inntel for them to note and
update venue. 13/4/07                        DH

To prevent this from happening again
an email has been sent to all of N&F
requesting that they add to the
address label the name of the person
at the conference centre as well as
adding 'Reception Desk'. This way
the courier will go the the reception
area and they will contact the person
in the conference centre to sign for
the box.                                                Concern

Spoke to Dale Barnard at Lewis Day.
He will speak to his staff to make
them aware of the importance of
taking correct details for dispatches
and confirmed there will be no charge
for this particular service.          BM 03/04/2007

Reported problem to Dale Barnard
(Lewis Day Manager) and although
he could give me no particular reason
why this had happened, it is hoped
that this should not be repeated. No
charge for ths service.

                                        BM 03/04/2007
SOURCE          Status

             CCC     OPEN/C
            Status   LOSED


K FORM  Comment      CLOSED

S       Comment      CLOSED

received 3
April 2006 Complaint CLOSED

         N/A       CLOSED

         N/A       CLOSED

K FORM  Comment    CLOSED

R       Comment    CLOSED
Julie LeMasurier    CLOSED

Edinburgh Comment   CLOSED

K FORM  Comment     CLOSED
           Comment   CLOSED

form       N/A       CLOSED
form       N/A       CLOSED

form       NA        CLOSED

feedback N/A         Closed

           Comment   CLOSED
           Comment   CLOSED

           Comment   Closed

forms      Comment   CLOSED
          NA         Closed

Customer -
department Comment   CLOSED

          Comment    Closed

S        Comment   CLOSED

HENRY    NA        Closed


LeMasurier N/A        CLOSED

email to
Lewis       Comment   CLOSED

event       Comment   CLOSED

            NA        Closed
           NA        Closed

Billings   NA        Closed

           Comment   CLOSED

           Comment   CLOSED
Comment   Closed

Comment   CLOSED

NA        CLOSED

NA        CLOSED
NA   Closed


Comment   CLOSED

NA        Closed


           Complaint Closed

Forms                  Closed

Customer telephone call Closed
call from
main office   Closed

Audit         Closed


ISO Audit     Closed


Audit         Closed

Audit     Closed


Audit     Closed


Audit     Closed

Audit     Closed
Audit     OPEN

Audit     Closed

Audit     Closed

Audit     Closed

Audit     Closed







Contact between customer and Roman Haluszczak, prompted by Advisor 'Welcome' contact

Associate - Alan Tyler   Closed
Delegate   closed







 - LE      Closed
















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