Any concerns that a contractor or client may have regarding the content of a Monitor’s Report should be reported to the Scheme’s administration office in writing and within 30 days of the report being issued after the visit. Anyone raising a concern verbally will be asked to do so in writing.

The types of concern/comment made will determine the type of action required. These concerns/comments tend to fall into 3 main categories, these are:

1. The content of the report is not a factual representation of the discussions during the visit.
2. The scoring of the report is inaccurate/wrong.
3. Based on the report these are the areas where the site will now change/improve.

Dealing with each concern/comment

1. The content of the report is not a factual representation of the discussions during the visit.

The appropriate person in the administration office will read the report and assess the issues raised. Depending on the issues, either the Monitor who produced the report will be sent a copy of the letter, or the administration office will contact the Monitor to discuss the issues. In both cases the Monitor will be asked to put their response in writing to the administration office.

Where the Monitor agrees that the report is inaccurate they will be asked to make the appropriate changes and the report will be re-issued.

Where the Monitor disagrees with the issues, a letter will be issued explaining that the Scheme is happy that the report is a fair reflection of the site’s performance and offering, for a fee, a re-visit to the site, should it be required.

2. The scoring of the report is inaccurate/wrong.

The appropriate person in the administration office will read the report and assess the issues raised. Depending on the issues, either the Monitor who produced the report will be sent a copy of the letter, or the administration office will contact the Monitor to discuss the issues. In both cases the Monitor will be asked to put their response in writing to the administration office.

Where the Monitor agrees that the report is inaccurate they will be asked to make the appropriate changes and the report will be re issued.

Where the Monitor disagrees with the issues, a letter will be issued explaining that the Scheme is happy that the report is a fair reflection of the site and offering, for a fee, a re-visit to the site should it be required.

If the administration office has any concerns that there may have been an error by the Monitor, the details of the site will be issued to another (possibly more experienced) Monitor, to re-visit the site. If their visit highlights a scoring inconsistency by the original Monitor then the ‘Monitor reviewing’ procedure is the activated.

3. Based on the report, these are the areas where the site will now change/improve.

A letter is sent thanking the writer for the points raised and a copy of the comments is sent to the Monitor for consideration during their next visit.