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Government of Jersey Union Street
St Helier, Jersey
JE2 3DN
Deputy Inna Gardiner
Chair, Public Accounts Committee BY EMAIL - I. Gardiner @gov.je
6 January 2025
Dear Deputy Gardiner ,
Handling and Learning from Customer Feedback/Complaints Review
Thank you for your letter dated 10 December 2024 summarising the follow-up questions to Infrastructure and Environment following the public hearing with the PAC in relation to its review of Handling and Learning from Customer Feedback/Complaints on 4 December 2024.
Please find detailed below the information requested.
- Breakdown of enforcement related feedback received by I&E during 2023 and 2024
The department received 6 pieces of feedback related to enforcement activity during the last two calendar years, specifically 1 complaint in 2023 and 5 complaints in 2024.
- Breakdown of feedback received by I&E in relation to the planning and regulation functions of the department during 2023 and 2024
| Number of feedback cases related to Regulation* | ||||
Years | Comment | Complaint | Compliment | Suggestion | Total |
2023 | 8 | 33 | 68 | 4 | 113 |
2024 | 18 | 66 | 66 | 7 | 156 |
Total | 26 | 99 | 133 | 11 | 269 |
*Includes Planning figures as a function within Regulation
| Number of feedback cases related to Planning | ||||
Years | Comment | Complaint Co | mpliment Sug | gestion Tota | l |
2023 | 3 | 19 | 32 | 2 | 56 |
2024 | 4 | 33 | 9 | 1 | 47 |
Total | 7 | 52 | 41 | 3 | 103 |
- Breakdown of feedback received by I&E in relation to the Statutory Nuisance Law over the past 5 years (i.e. 2020 – 2024)
| Number of feedback cases related to the Statutory Nuisance Law | ||||
Years | Comment | Complaint | Compliment | Suggestion | Total |
2020 | - | 2 | 1 | - | 3 |
2021 | - | - | - | - | -* |
2022 | - | 2 | 1 | - | 3 |
2023 | - | 1 | - | - | 1 |
2024 | - | 8 | 1 | - | 9 |
Total | -* | 13 | 3 | -* | 16 |
* No cases recorded
Yours sincerely,
Andy Scate
Chief Officer
Infrastructure and Environment
D +44 (0)1534 448400 E a.scate@gov.je