Grievances, Complaints and Local Government

This book deals with some of the central issues connected with the current debate about how to make public services responsive to consumers. These issues form a significant aspect of the so-called "citizen's charters" which have been prepared by all three main political parties and which will be prominent up to, during and after the next General Election. It is based upon an empirical study of grievance and complaints about local authority services, and how these are dealt with, in an authority reputed to have a good complaints procedure. The study of procedures in a "good" authority enables recommendations to be made which will help all authorities to establish procedures which are more responsive to the needs of citizens.