A simple apology and acknowledgement can make ALL the difference:

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The image above is the letter of the beautiful apology I have received on behalf of Durham County Council.

Sometimes just acknowledgement, understanding and a simple apology can make all the difference.

I wish everyone could apologise when they make mistakes, people are fallible and what shows that they are a decent human being is how they choose to handle the mistakes they made.

An apology can make all the difference.

Thank you to Durham County Council for their help with this matter and hopefully other people with disabilities will be able to be supported via the Do It Online system as well as via telephone.

The letter above reads:


"Dear Sarah 

I am writing in respect of the recent bulky collection you requested via Durham County Council. I understand you made a request for some bulky items to be removed from your property and unfortunately the collection did not take place. 

The collection crew arrived at your property on the given date, and as the items were not at the expected collection point, they were not removed. Once you were aware the collection did not take place. You made contact regarding this matter. The information related to you was that you would not receive a refund and the items would only be removed if you were to pay it again. 

I would like to take this opportunity to apologize for how the matter has been dealt with. You have stated that you got confused with the wording on the website and the reasons why it will be difficult for you to move the items to the specified collection point. Once this was explained you should have been offered another collection at no additional cost and at a collection point that would be accessible for both you and the collection crew. 

This collection has now taken place and hopefully the matter is resolved. It is regrettable that this couldn't have been dealt with in a timelier manner and without causing you unnecessary inconvenience. 

Thank you for making us aware and as a result we are reviewing the website and booking process to make it easier at for those with special circumstances. 

Once again, please accept my apologies for this recent experience. 

Yours Sincerely 

James Lee

Refuse and Recycling Manager

Durham County Council "


~It's never about the problems one has, but merely how they're resolved that truly counts~ (one of my own quotes) S.W.


@KawaiiDollDecora ♡

www.magnoliaphotography.co.uk ♡

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