Stikkord: Lorraine (Fra Jet)

Dear Mr

Ribsskog,

I am sure that

there has been a misunderstanding, which I am sorry for if it has left you

feeling that you haven’t been listened to. I am confident that none of my

staff would say they were me, or deliberately put the phone down on a client seeking

help, they care deeply about the work they do and work hard to maintain high standards.

However, I will remind staff to ensure that they listen carefully at all times.

With regards

to the course you attended, I am delighted to inform you that you passed and the

certificate is ready for collection, or can be posted out to you. Which would you

prefer?

Yours sincerely

Lorraine Elliott

Lorraine

Elliott (Nee Hammond)

JET

Manager

Liverpool East JET Service

Neighbourhood Employment Services

Job Bank

4 Tunnel Road

Liverpool

L7 6QD

0151 233 6177

0151 233 6117

07834 843648

www.liverpooljet.org

2010

Year of Health and Wellbeing

www.2010healthandwellbeing.org.uk

---

From:

Erik Ribsskog [mailto:eribsskog@gmail.com]

Sent: 19 January 2010 15:23

To: Elliott, Lorraine

Subject: Re: Complaint/Fwd:

Reminder/Fwd: Update/Fwd: Complaint <<#22175-33652#>>

Hi,

thank you very much for you e-mail!

But as I remember it, a Jet person-called, saying she was you, and just

said a sentence, and then hang up.

About that I wanted to cancel the course.

But they just hang up, when I started asking about when the next course was.

I thought it was strange, that they would use your name.

Since I called up JET again, and then I got to hear, that the person

that had called, (Lorraine),

was on annual leave.

Also, this course was almost two months ago, (24. November), and I haven't

received a certificate, or feedback from the test yet, even if I think must

have gotten most of the answers right.

But my complaint is really that your staff shouldn't be ignorant while

taking calls, like they were, in the first call, that JET called back to me,

after I discovered, that my Landlord, was coming here, on the same date, as the

JET-course.

So I think there's room for improvement, when it comes to manners,

(with not being ignorant to what people are saying), with JET-staff,

unfortunatly.

Yours sincerely,

Erik Ribsskog

On Tue, Jan 19, 2010 at 2:25 PM, Elliott, Lorraine

<Lorraine.Elliott@liverpool.gov.uk>

wrote:

Dear Mr

Ribsskog,

Further to

our recent telephone conversations regarding your complaint, I am writing to

express my disappointment that you are dissatisfied with our service and

endeavour to respond to your complaint. The JET service prides itself on

its professional approach to helping people in our communities gain work,

education and training and our staff are dedicated to the work that we do.

You were

first registered with the JET on the 7^th October in our JET Atlantic

office in Walton when Working Links referred you to JET Atlantic

so that you could gain the Basic Food Hygiene qualification. The way our

service works is by appointing a dedicated officer at the most convenient

office, in order to ensure continuity and a better understanding of our clients

and the best possible service.

A

discretionary grant was arranged by your guidance officer, Claire Walsh, in

order to fund your place on the Food Hygiene course and you were booked onto

the course due to start on the 26^th October. When you called to

cancel your attendance, you called and spoke to me at the JET in the Job Bank

on Tunnel Road

where we deliver the courses. I thanked you for letting me know and took

your details and said a member of staff would contact you to inform you when

the next course was due to start and arrange to re-book your place.

As I

mentioned when I spoke to you last week, I didn’t call you after that, but my

administrative officer, Joanne Quinn, at my request, called to confirm that you

were no longer attending the course and to let you know that you would be

informed when a further course was due to take place. I am sorry if you

felt that she hung up, but I am sure that this wasn’t intentional, since she

recorded the fact that you wished to attend the next course, as I had informed

her originally.

On several

occasions early in November, staff called you to keep you informed that we were

still awaiting details of the next course and on 24^th November you

successfully attended the course.

Because we

dedicate officers to every registered client, as a new client it was necessary

for you to meet with your appointed guidance officer, Claire Walsh, in order to

confirm your place and grant funding for the new course and update your details

and support required. I am sorry if this proved inconvenient, but one

office holds all of your records for grant and tracking purposes.

However, if you wish to do job searches you can visit any JET office in

the city. If you wish to change your preferred JET office and guidance

officer to a more convenient location for you, this can be arranged.

I do hope

that this serves as a satisfactory response to your complaint and we can

continue to work together to ensure that you are able to pursue your desired

career plan.

Yours

sincerely,

Lorraine Elliott (Nee Hammond)

JET Manager

Liverpool East JET Service

Neighbourhood Employment Services

Job Bank

4 Tunnel Road

Liverpool

L7 6QD

0151 233 6177

0151 233 6117

07834 843648

www.liverpooljet.org

2010 Year of Health and Wellbeing

www.2010healthandwellbeing.org.uk

From: Liverpool Direct

[mailto:Liverpool.Direct@liverpool.gov.uk]

Sent: 07 January 2010 12:18

To: JET

Subject: Re: Complaint/Fwd:

Reminder/Fwd: Update/Fwd: Complaint <<#22175-33652#>>

Your unique reference

number is: 33652

Please include your

unique reference number in all email communication.

Dear Colleague,

Please could you assist with the following

enquiry, and then respond directly to the customer.

Yours Sincerely

Liverpool Direct

liverpool.direct@liverpool.gov.uk

www.liverpool.gov.uk

Liverpool's Year of the Environment 2009 – Our city Our planet www.ourcityourplanet.org.uk

P Please consider the

environment before printing this e-mail. Thank you

Would you prefer to receive your council tax

bill via e-mail? Go to www.liverpool.gov.uk and complete the easy online

registration form.

— Original

Message —

From: Erik Ribsskog <eribsskog@gmail.com>

Received: 05/01/10 10:36:54 o'clock GMT

To: Liverpool Direct <liverpool.direct@liverpool.gov.uk>

Subject: Complaint/Fwd: Reminder/Fwd: Update/Fwd: Complaint

Hi,

I can't get JET to

answer my e-mails, so I thought I could try to complain about them to the

Council.

Yours sincerely,

Erik Ribsskog

———- Forwarded

message ———-

From: Erik Ribsskog <eribsskog@gmail.com>

Date: Mon, Nov 16, 2009 at 8:25 PM

Subject: Reminder/Fwd: Update/Fwd: Complaint

To: Jet@liverpool.gov.uk

Hi,

I can't see that

I've recieved an answer to this e-mail, so I'm sending a reminder about this.

Best regards,

Erik Ribsskog

———-

Forwarded message ———-

From: Erik Ribsskog <eribsskog@gmail.com>

Date: Thu, Oct 29, 2009 at 5:46 PM

Subject: Update/Fwd: Complaint

To: Jet@liverpool.gov.uk

Hi,

I got a call from Neo today, about that you were going to put me on the next

course now, in 'Basic Food Hygiene'.

But I haven't got an answer, to my complaint with you, why did your

representative call me, on her holyday from work?

And why do one of

your representatives tell me that I have to go to Jet, to change the

course-date, when your call today shows that this isn't right?

Best regards,

Erik Ribsskog

———-

Forwarded message ———-

From: Erik Ribsskog <eribsskog@gmail.com>

Date: Thu, Oct 22, 2009 at 8:21 PM

Subject: Complaint

To: Jet@liverpool.gov.uk

Hi,

I called on Tuesday, regarding a 'Basic Food Hygenie'-course, that Walton Jet

put me on, after I was sent to Jet, from Working Links.

I found out, when

I got your letter, that the course crashed with another appointment I have at 3

pm, on Monday.

So I called, and

spoke with Lorraine.

She was going to get someone to call me back, since I wanted to be put on the

next course.

Then she called me

today, just to tell me that she took me off the list.

And then she hang up, without listening to what I was saying, that I wanted to

be put on the next course.

So then I called Jet up, and spoke with Kate, who told me that Lorraine was on annual

leave, and that I had to go to the Jet office, to re-sign on the next course.

But why did Lorraine call me, when

she was on annual leave?

I've been having some problems with some communist-mob, or something, in Norway, is this

something to do with this?

Thanks in advance for help in advance, regarding finding out what's been going

on!

Yours sincerely,

Erik Ribsskog

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