How to draw up a local charter

Contents

Annex B Local charter contacts 

Continued.....

Education & Training

Aberdeen College
Rae Angus
Principal and Chief Executive
Principal’s Office
Gallowgate Centre
Gallowgate
Aberdeen AB25 1BN

Phone: 01224 612148.
Fax: 01224 612300.

Chamber of Commerce Training and Enterprise Herefordshire and Worcestershire
Brian Cash
Haswell House
St Nicholas Street
Worcester WR1 1UW

Phone: 01905 723200.
Fax: 01905 613338.

Harlow College
Anita Grice
Assistant Principal
Curriculum Development and Evaluation
Velizy Avenue
Town Centre
Harlow
Essex CM20 3LH

Phone: 01279 868000.
Fax: 01279 868260.

Hayle Community School
Alec Oliver
Headteacher
3 Highlanes
Hayle
Cornwall TR27 4DN

Phone: 01736 753009.
Fax: 01736 752687.

Lancashire Area West Training and Enterprise Council (LAWTEC)
Dave Brown
Quality Manager
Taylor House, Caxton Road
Fulwood, Preston
Lancashire PR2 9YZ

Phone: 01772 792111.
Fax: 01772 792777

Ravenswood School
Gill Sawyer
Headteacher
Pound Lane
Nailsea
BS48 2NN

Phone: 01275 854134.
Fax: 01275 810876.

St Mary’s College
Geraldine Keegan
Headmistress
Fanad Drive
Derry City
Northern Ireland
BT48 9QE

Phone: 01504 362154.
Fax: 01504 266800.

Walsall College of Arts and Technology
Robert Emery
Deputy Principal and Deputy Chief Executive
St Paul’s Street
Walsall
West Midlands
WS1 1XN

Phone: 01922 657012.
Fax: 01922 657083.

Employment Services

Ayrshire Dumfries and Galloway District – Employment Service
Lisa Maiolani
17 Grange Street
Kilmarnock KA1 2DF

Phone: 01563 505832.
Fax: 01563 505836.

Basildon District – Employment Service
Ken Apsey
Regents House
The Gore
Basildon
Essex SS14 2EE

Phone: 01268 365580.
Fax: 01268 365583.

Annex C Further information and publications

Quality Networks

Quality Networks are locally-run groups of people from all areas and levels of public service which aim to:

There are 24 Quality Networks covering the United Kingdom, with over 2,000 members from across the public sector. If you would like to find out more about networks, please contact:

Ajay Jagatia
Better Public Services
Cabinet Office
Admiralty Arch
London

Phone: 020 7 276 1763.
Fax: 020 7 276 1705.
E-mail: bestpractice@cabinet-office.gov.uk

Cabinet Office Publications

How to draw up a national charter – a guide to preparing national charters

You can get this by calling 0845 7 22 32 42.

How to consult your users,  How to conduct consultation exercises, How to apply for a Charter Mark, How to deal with complaints

You can get these by calling 0845 7 22 32 42.

Involving users – improving the delivery of local public services, and its four companion case study reports:

You can get these by calling 0845 7 22 32 42.

Assessing excellence

You can get this by calling 020 7270 6042

Guidance on schemes to reward innovative ideas

You can get this by calling 020 7270 6296

Guidelines for UK Government websites

This is available on the internet via www.iagchampions.gov.uk

Other Publications

Disability Discrimination Act – What Service Providers Need to Know (DL150)

You can get this by calling 0345 622 633. (textphone 0345 622 644).

The Informability Manual – Making information more accessible in the light of the Disability Discrimination Act (by Wendy Gregory, published by HMSO 1996, priced £25)

You can get this from:

The Stationery Office Limited
PO Box 29
Norwich NR3 IGN

Phone: 08706 005522
Fax: 08706 005533

Now We’re Talking (published by Consumer Congress Trust)

You can get this from:

Consumer Congress
20 Grosvenor Gardens
London
SW1W ODH

Phone (and textphone): 020 7881 3006.
Fax: 020 7881 3047.

Performance Indicators (priced publication)

You can get this from:

The Local Government Management Board
Layden House
76-78 Turnmill Street
London EC1M 5QU

Phone: 020 7296 6600.
Fax: 020 7296 6666.

Contact Numbers and Addresses

Good Practice Delivery Team
Cabinet Office
Admiralty Arch
London SW1A 2WH

Phone: 020 7276 1765.
Fax: 020 7276 1705.
E-mail: bestpractice@cabinet-office.gov.uk

Northern Ireland Service First Unit
Rose Park House
Upper Newtownards Road
Belfast BT4 3NR

Phone: 0800 243174.
Fax: 01232 526107.
E-mail: service.first@dfpni.gov.uk

Benchmark Database, Civil Service College
Northcote House
Sunningdale Park
Larch Avenue
Ascot
Berkshire SL5 OQE

Phone: 01344 634240
Fax: 01344 634314
E-mail: evans_d@cscolleg.attmail.com

Consumer Organisations

National Consumer Council (NCC)
20 Grosvenor Gardens
London SW1W 0DH

Phone: 020 7730 3469.
Fax: 020 7730 0191.

Scottish Consumer Council (SCC)
Royal Exchange House
100 Queen Street
Glasgow G1 3DN

Phone: 0141 226 5261.
Fax: 0141 221 0731.

Consumer Congress
20 Grosvenor Gardens
London SW1H ODH

Phone: 020 7881 3006
Fax: 020 7881 3047

Consumers’ Association
2 Marylebone Road
London NW1 4DF

Phone: 020 7770 7600

National Association of Citizens Advice Bureau (NACAB)
115-123 Pentonville Road
London N1 9LZ

Phone: 020 7833 2181.
Fax: 020 7833 4371.

Plain English Campaign
PO Box 3
New Mills
High Peak
Derbyshire
SK22 4QP

Phone: 01663 744 409.
Fax: 01663 747 038.

Special needs

For information about The Disability Discrimination Act 1995 contact:

DDA Information Line
Freepost MID02164
Stratford-upon-Avon
CV37 9BR

Phone: 0345 622 633.
Textphone: 0345 622 644.

MENCAP
Public Liaison Unit
123 Golden Lane
London EC1Y ORT

Phone: 020 7696 5593/5503.
Fax: 020 7608 3254.

The Royal National Institute for the Blind
See It Right Section
224 Great Portland Street
London W1N 6AA

Phone: 020 7388 1266.
Fax: 020 7388 2034.

The Royal National Institute for Deaf People
Information Office
19-23 Featherstone Street
London EC1Y 8SL

Phone: 0345 581 336.
Fax: 020 7296 8083.

The British Deaf Association
1-3 Worship Street
London EC2A 2AB

Phone: 020 7588 3520.
Textphone: 020 7588 3529.
Fax: 020 7588 3527.

The Welsh Language Act

For information about the Welsh Language Act contact:

National Assembly of Wales
Culture and Recreation Division
Education Department
Cathays Park
Cardiff CF10 3NQ

Phone: 01222 826093.
Fax: 01222 826112.

Welsh Language Board
Market Chambers
5/7 St Mary Street
Cardiff CF10 1AT

Phone: 01222 224744.
Fax: 01222 224577.

Independent Auditors

National Audit Office
157-197 Buckingham Palace Road
London SW1W 9SP

Phone: 020 7798 7000.
Fax: 020 7828 3774.

Audit Commission
1 Vincent Square
London SW1P 2PN

Phone: 020 7828 1212.
Fax: 020 7976 6187.

Staff suggestion schemes

ideas.uk (The UK Association of Staff Suggestion Schemes)
Voyager House
98 Westgate
Grantham N63I 6LE

Phone/Fax: 0870 902 1658.

Ombudsmen

You can reach The Parliamentary Ombudsman at:

Mr M Buckley
Office of the Parliamentary Ombudsman
Millbank Tower
Millbank
London SW1P 4QP

Phone: 020 7276 2130.
Fax: 020 7276 2104.

There are three Local Government Ombudsmen in England, each dealing with complaints from different parts of the country. 

Greater London, Kent and East Sussex:

Mr E B C Osmotherly CB
Local Government Ombudsman
21 Queen Anne’s Gate
London SW1H 9BU

Phone: 020 7915 3210.
Fax: 020 7233 0396.

East Anglia, Surrey, West Sussex, the south-west, the west, the south and most of central England (excluding Birmingham):

Mr J R White
Local Government Ombudsman
The Oaks
2 Westwood Way
Westwood Business Park
Coventry CV4 8JB

Phone: 01203 695999.
Fax: 01203 695902.

Birmingham, Cheshire, Derbyshire, Nottinghamshire, Lincolnshire and the north of England:

Mrs P A Thomas
Local Government Ombudsman
Beverley House
17 Shipton Road
York YO30 5FZ

Phone: 01904 663200.
Fax: 01904 663269.

There are separate Local Government Ombudsmen for Scotland, Wales and Northern Ireland.

Mr F C Marks
Local Government Ombudsman
23 Walker Street
Edinburgh EH3 7HX

Phone: 0131 225 5300.
Fax: 0131 225 9495.

Mr E R Mosley
Local Government Ombudsman
Derwen House
Court Road
Bridgend
Wales CF31 1BN

Phone: 01656 661325.
Fax: 01656 658317.

Mr J Burns
Local Government Ombudsman
The Ombudsman’s Office
33 Wellington Place
Belfast BT1 6HN

Phone: 01232 233821.
Fax: 01232 234912.

You can reach The Health Service Ombudsman at:

Mr M Buckley
The Health Service Ombudsman for England
Millbank Tower
London SW1P 4QP

Phone: 020 7217 4051.
Textphone: 020 7217 4066.
Fax: 020 7217 4000.

There are separate Health Service Ombudsmen for Scotland, Wales, and Northern Ireland.

Mr M Buckley 
The Health Service Commissioner for Scotland
1st Floor
28 Thistle Street
Edinburgh EH2 1EN

Phone: 0131 225 7465.
Fax: 0131 226 4447.

Mr M Buckley
Office of the Health Service Commissioner for Wales
5th Floor
Capital House
Grey Friars Road
Cardiff
Wales CF1 3AG

Phone: 01222 394621.
Fax: 01222 226909.

Mr J Burns
Northern Ireland Commissioner for Complaints
Progressive House
33 Wellington Place
Belfast BT1 6HN

Phone: 01232 233821.
Fax: 01232 234912.

Annex D Charter Mark award scheme

If you think your organisation is providing an excellent public service, why not apply for a Charter Mark? This is the Government’s award scheme, which encourages and rewards improvements in public services. Every applicant gets an independent assessment and detailed feedback on how to improve. There are no losers.