Communities and neighbourhoods
Government response to Getting it right and righting the wrongs

Government response to Getting it right and righting the wrongs

Published 31 March 2010
Type(s) Corporate reports, Reports and summaries
Site Communities and neighbourhoods
ISBN 9781409824220
Price Free


The White paper Communities in control: real people, real power announced a review into redress for citizens when their council services fail to meet agreed standards. The scope of the review was interpreted to include service provision as well as redress, to reflect the importance the review team attached to councils getting it right first time, as well as putting things right when they do go wrong.

David Cook, Chief Executive of Kettering Borough Council, chaired this independent Review with a team including representatives of local and national government, private and third sector (including not for profit) organisations. The Review considered the wealth of evidence from research in relation to customer service, complaints handling and remedy systems, and drew on the expertise of Review team members and the views of citizens. The Review report Getting it right, and righting the wrongs was published on 17 June 2009.

The Review team made 25 recommendations in its final report, covering central and local government, and other stakeholders. The Government's response to the recommendations addressed to central government is set out in this document.


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