I went to sign on again today, the third time I've been through this process now. I was early, handed in my little booklet and took a seat expecting the usual half hour delay. My name was called within 10 minutes and still before the allotted time. I went to sit at the young womans desk and was just asked to sign the usual card, no chit-chat or smalltalk.
A couple of seconds later, some guy approached the desk and introduced himself as one of the Jobcentre Plus Managers and asked to speak to me in private. I naturally agreed and off we went to a different part of the building so we could talk.
He had received my complaint email (dated 2nd April) last Friday and wanted to talk with me directly about all the issues that I had raised at that time! I thought that was actually very nice, and far more personal than a grovelling email sent by an unknown suit.
He went through all the relevant points one at a time, apologising and explaining at each step. He wasn't patronising and I came away satisfied that my complaint had been taken seriously. Blame had been placed at several doors, but overall I was fairly pleased. A confirmation letter will also be sent to me to confirm what we had discussed.
On the way out of the Jobcentre, another argument was just about to break out between a member of the public and an employee. Still room for a little improvement then!
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