I had experienced a few instances of water coming in when the weather was particularly bad, and finally contacted the Council in desperate need of help and advice. John was on emergency call-out that day, and arrived within a couple of hours. Within three weeks, he had inspected, got contractors, got the repair agreed and carried out, and organised for the Emergency Statutory Notice for the building. He was always in contact, available to ask any questions, and kept in touch before, during and after the work. A credit to the Council and he does an amazing job.

I have only known Mr Scott Watt within the last three months. His knowledge, understanding, advice and guidance, of our problem, is great, really great, and has given my wife and I more confidence ahead.

I am Secretary of the Braidwood Neighbourhood Centre Association in Dumbiedykes. We wish to nominate Debbie for a staff recognition award as she has been a most efficient, approachable and 'can-do' member of council staff in the local community. She will help with any appropriate problem and deals with them personally, takes responsibility and engenders a sense of pride and achievement. Debbie is also very proficient at making sure that if contractors or others are involved - it is done well, to time and fit for purpose. A breath of fresh air for her unflinchingly helpful attitude and delivery of service.

I had an accident at Colinton Library steps. I broke my nose and cheekbone and hit my knees and head. I was bleeding badly two ladies Donna and Heather came to my rescue and wanted me to get an ambulance, but I said no I wanted to go home. Donna ran me home no one was in. She then took me to my son’s down the road. He was not in. Then my husband came in sight. She them took me home. She was so kind and Heather. Two very lovely ladies who when needed went the extra mile I am so grateful and they should be awarded.

I had an accident at Colinton Library steps. I broke my nose and cheekbone and hit my knees and head. I was bleeding badly two ladies Donna and Heather came to my rescue and wanted me to get an ambulance, but I said no I wanted to go home. Donna ran me home no one was in. She then took me to my son’s down the road. He was not in. Then my husband came in sight. She them took me home. She was so kind and Heather. Two very lovely ladies who when needed went the extra mile I am so grateful and they should be awarded.

I would like to appoint Christine Colquhon as the best receptionist of the year

I would like to nominate two staff members for the WOW awards. John and Sean at the South West Neighbourhood office. I am nominating them because they made a tremendous effort to stabilise the housing situation of one of my clients. John made great efforts to assist my client to make his home safe following various vandalism incidents, a serious flood and ensured that the harassment was investigated appropriately. Sean was equally helpful in liaising with the revenues and benefits department and was successful in assisting my client. They both kept me updated as to progress with my client's situation. My client had several issues but despite numerous challenges, Sean and John engaged my client in addressing his problems and he is now in a much stronger position. Some professionals may have had negative perceptions of my client, particularly given his situation. Sean and John dealt with him respectfully and patiently. For these reasons, I have nominated them for a WOW award.

The commitment and effort and hard work that John showed was fantastic. His commitment to the cause was outstanding. His friendly and polite approach to clients is second to none!John Durnan is one of, if not, the best worker at the access point!Please made sure that John Durnan receives The WOW Award!Thank you

I was toiling, trying to make and an order of service type leaflet for my Fathers funeral, (copy enclosed), with little time or money. Andy helped me achieve what I think is a truly outstanding piece of work and I firmly believed he surpassed my expectations, therefore, I am nominating Andy for a WOW! Award as he sincerely deserves it! A wonderful gentleman who went out his way to help me - Truly a STAR!

She is very kind and always helps you!

Emma always does arts and crafts and she is really friendly. Everyone calls her Aunty Emma because she is that kind. Alison is another really kind person. She also does arts and crafts.

For being a star and very helpfull, with our enquiries. Thank you.

Angela always acts professionally, while being friendly and having a smile on her face. She is always happy to, and often does, go out of her way to help and assist whoever may need it. She performs her role very well and highly efficiently. She consistently provides professional, friendly service and I feel she deserves recognition for this.

I would like to nominate Housing Support Worker Morag Wood for a WOW award. She is my Housing Support Worker and was previously the warden on the scheme I live. She has changed my life and has brightened the lives of all the people she meets. Morag has helped me with so many things including sorting out debt problems I had. The stress from worrying about this was making me ill but Morag sorted it out and reassured me. She sorted out my benefits and this has improved my quality of life as I now get extra money. She has a marvellous way with people and puts them at ease. She has helped so many people in the community always going above and beyond the call of duty.

Jackie is a really great help with me and my partner. She helps us when we need her. She even helps us look for housing. She is really great so please please award her.

I would like to nominate Janice Galbraith for your wow award. We recently had recycling bins put in place which have been very succesfull and monitored by Janice resulting in larger ones supplied. she has also kept us informed about our common charges. She is always helpfull and follows through with any queries.

John is a really great person to know. If anything is wrong then you can count on John, he helps everyone that comes into the access point. John has helped me when I was homeless and he found me a place to live.

We have been under a great deal of stress as my wife has been travelling frequently to the Western General Hospital as a cancer patient. He showed great compassion and was very understanding when I had to cancel a few appointments with him about the signing up of a garage I was going to rent. What a really nice guy and I hope he gets the award.

Everyone at Leith Library is so helpful. I know I said all this last time you did these awards but it is the same, it is the best library we have ever used. We speak for 3 generations - 81 & 75, 50 & 47 and 5 & 6 years. We all look forward to visiting the library and the ordering service is fantastic. No wonder Edinburgh is the heritage centre of literature.

Really good in helping us find permanent accommodation and was very helpful.

From the very start of my wet room being agreed on, I got 110% attention from Sandra Rowantree. I don't have a computer but I would like to nominate Sandra with some kind of recognition. I would also like to report that the service from George Hook, the contractors I chose from your list, were excellent in every way.

The whole adaptation process couldn't have been better. Thrilled with the results - stairlift an absolute boon. May I nominate Margaret McCole for the "wow" factor.

Please can I nominate Avril Shanks OT therapy team at WHEC for her support when we needed help with home safety and to access a grant for a room conversion for our sons who are autistic. Thank you

Nikki is my case worker to try and get me housing benefit for the times when I wasn't earning (I'm self employed). She has been excellent in her approach to me, she's attentive and knows her job very well. Nikki has went the extra mile in that she has never given up on my case, working extra hours to get this seemingly impossible task finalised. Nikki is an exceptional young lady!

Connor is very approachable with the young people. He explains their options clearly and with great patience. Connor is very freindly and has a lot of time for each individual. He is knowledgeable and always respectable. A great young person's support worker. All young people I refer speak of his help and friendly manner. For that reason, I would like him to receive the wow award.

Assistant Registrar, Kirkliston Registry Office: This woman is a star. My partner and I had a civil partnership ceremony at the Kirkliston Registry Office and Sandra took the ceremony. From the word go, she helped us feel informed and involved throughout the whole process. She made us both feel supported and she most definitely helps give it a personal touch. The day of the ceremony was given a very special sparkle by Sandra. She went over and beyond the normal duties of a registrar I am sure. It's the little things that really matter and for that, we both really appreciated the attention to detail she gave. She was dressed up for the occasion which was lovely for us. She had added a CD player with a remote control so that our guests could make sure the music was played according to our wishes. She couldn't have made us feel more at ease which was great for us given the nerves were most certainly jangling. After the ceremony she had supplied a bottle of bubbly and some glasses. I just can't express how much this exceeded my expectations of Council services. Finally, and I know this sounds daft, but she provided a fountain pen for the signing of the register. Her handwriting was impeccable. It's a small thing, but it means our certificate looks gorgeous. It's all these little things that count towards customer service that really does stand head and shoulders above anything else I have experienced. She should be commended for the genuine effort she put into our day and we both were delighted at how it all went. If you are looking for service that makes people go "Wow" then undoubtedly Sandra has stepped up to the mark and exceeded it. I'm just so glad our day was made all the better by Sandra's wonderful customer service. Thank you!!

She'll go to any lengths to help you out. E.g. she'll listen to your personal problems as well as help out with social and housing needs. She's extremely friendly and hard working. She's always smiling and polite and very helpful.

I am sorry I do not know the names of the individuals involved but I wanted to say a big thank you to the employees who acted so promptly when I telephoned about a large amount of leaves clogging up a pavement and gutters. I explained the the area in question included a corner and pavement right outside the property of an infirm elderly gentleman. The "carpet" of leaves made for quite slippy walking for the gentleman concerned and for my parents and other residents of the street. The (Australian?) female employee who answered the phone was very helpful and sympathetic and said she would pass on the details right away. We were extremely pleased to see that a team was there within a few hours and took great care in diligently removing the leaves - everyone went above and beyond the call of duty. So please pass on our thanks, it really does make a difference to people to be able to walk without worrying about falling - and it also helps the gutters and drains not to become blocked.

Had been in a very low state of health and lack of self esteem. He made me feel a human again with some worth. For first time in 6 months I felt someone cared for me and supported me. Thanks!! P.S. This also goes for other staff at Access Point.

Consistently cheerful, efficient, friendly, fast service over many years. Clearly has a deep professional knowledge on a wide range of resources for the research reader. A great role model for the next generation. Goes 'the extra mile' in the course of her duties.

I wish to nominate Sandra as she has looked after my mum for a few years now. My mum is Eileen Riding who has informed me that Sandra has won an award and I wish to congratulate her as well as add my testiment and sincere thanks to her outstanding dedication to my mums needs and wish to also thank her for being there for my mum when I am over in the west. I would also like to thank her for her care when my mum broke her ankle as I was unable to be there due to the birth of my son and appreciate her hard work and communication on the progress of my mums recovery. Thank you Sandra for taking the time to be with my mum and taking her shopping every week and for your continued support. All the very best and congratulations again. Kindest regards, Charmaine Riding

Brenda offers much more than a library service. Every Thursday morning for the past 15 months, she has greeted my baby, toddler and I to Granton library with a friendly smile. She has helped at each stage of my kids' development eg when I needed to potty train my daughter, she gathered 5 books on the subject for me to pick a couple to borrow at home. Likewise, she picked books for me on how to teach my daughter to swim, on inexpensive craft books to try out at home, to books on Halloween ideas. By being such a friendly helpful librarian, she and her colleague Judy encourage my children to run into the library and think of it as a fun place to read books. On Thursdays, she leaves out colouring pencils and pictures for my toddler to do whilst I pick books for the week for my baby. Most recently, she has taken over Rhymetime from the much beloved Aga. (Anyone who thinks keeping the attention of 20-30 babies under the age of 3 for half an hour of nursery rhymes need only give it a try, to realise how enthusiastic and confident and, well, special you have to be to carry it off). She has done so much more than just facilitate the borrowing of books. She has helped me feel part of the Granton community of parents with little ones, and she has helped get my children on track for a life of reading. please pass on my thanks to her and her colleage Judy.

Ms/Mrs Boyd has been helping me to sort out my rent arrears & preventing me from becoming homeless , She is a very helpful person & should be recognised for her work. Jacquie Todd is cool tae

I hadn't been out for 14 years. Then Sandra came. She helped me conquer my fear of going out. She is patient, kind and nothing is too much for her. I fell and broke my ankle and I thought I'd just sprained it. Sandra wasn't supposed to come till Thursday but something told her I was in trouble. She came over and got the concierge to open the gate and door. She found me on the floor where I'd been for 36 hours. She got an ambulance and came with me to the hospital where it was discovered I'd broken my ankle. She should have been off at 4pm but she stayed with me and it was 9pm before she got me home. She made sure I was OK, phoned my daughter who lives the other side of the country and she phoned my doctor. She gave me a right rollickin for not using my emergency buzzer. I can't go out alone but Sandra is there encouraging me. Nothing is too much trouble for her. I look on her as my best friend and always look forward to her coming. She has a right cheeky smile but she is Irish so how can she not be a perfect lady. She will phone me just for a chat if she has time. I don't speak to anyone for days so her call is always welcome. She makes me laugh and in a world like we have today there aren't many people like her. My life has completely changed since she came. I don't know what I'd do without her. She's perfect! PS I'm 65 years old.

Help with Council Tax Query: Viv's ability to listen and not palm off. This was a very very urgent query and the clarity of understanding, the level of experience in this situation and responsiveness epitomised customer service of the highest order - without doubt! The whole matter was concluded with clarity on my side and that of CEC and Scott + Co. The case was somewhat complex and it took Viv to deal with it, without repeat of statements and going round in circles, which has happened with other colleagues of hers.

I should like to nominate Jan Morrow, Trading Standards, for a WOW! Award. Whenever I have had cause to telephone Trading Standards and speak to Miss Morrow, she always deals with my calls quickly, efficiently and cheerfully. When she tells me that she or someone else will return my call, I always get called back. I am not used to such high standard in my dealings with other Council departments or even most other organisations. I, therefore, nominate Jan Morrow for a WOW! Award.

I feel this woman helped so much I have an anti social neighbour who has made my life hell for more than a year.I am a disabled person so I am stuck in my home and have had to put up with this for so long.Ms Thomson listened to the problems and then worked hard to get all the relevant people involved ie police anti social noise team social services and even got advice from doctors (REGARDING NEIGHBOUR) at royal edinburgh hospital most peope would have given up this complex case but Ms Thomson rolled up her sleeves and got involved not just on my behalf other neighbours complained also.I feel if a member of your staff had made a mess of something I would be the first to complain so I should by the same token let you know if an excellent service was given and it was thank you

I would like to nominate Mike Penny and his team for the prompt response to my complaint on Monday the 20th of July when the bus stops were moved to accommodate the tram works without any notice to the residents. I was concerned that 17no buses and 2no. night buses would be stopping at a stop with no rubbish bin. This area is badly affected by noise from late night clubbers and litter from the fast food outlets at the weekend, resulting in frequent disturbances and is incredibly unsightly, not to mention the increase in rats. The team clarified that this move is temporary and ensured that a rubbish bin was put in place before the weekend. This bin was stuffed full by Saturday morning but the council had it emptied and had litter wardens in the area ensuring that the street was cleaner than it has been in weeks. I very much appreciate the speed with which my concerns were dealt with. I understand that all problems cannot be solved overnight but the difference this team has made to the immediate litter problem has been faultless. Many Thanks

Excellent help with installation process for stairlift fitted for elderly mother.

After months of continual calls and emails to Clarence, it appeared that there was never going to be a resolve to the large pothole outside my house which was always full of water, and which I had also endured numerous punctures and also a broken exhaust. In June I spoke to Gary on the Tuesday morning, who was very empathetic towards my situation, and assured me he would look into this and also let me know what would be happening. That afternoon, I was called back my him to inform me he had located all my correspondance that I had had, and he had located to where the job had been with and that it was marked down as on a list for over 3 months. He assured me that he would speak with the roads team immediately as it appeared to him that this was quite dangerous, and he felt that I had endured a torrid time. He said that it may take a few days to arrange but assured me that it would be looked at and repaired within the week. Which to me was such a relief. The next day, to my amazement I came home to find that the pothole had been filled in, and all the surrounding mess also cleared. I was ecstatic. It had taken so long, and yet he managed to resolve it within 24 hours. I did try to call him, but unfortunately lost his number. It is fantastic to see that there are people out there who believe in Customer Service and his fantastic rapport with myself was such a pleasure. If only other services out there would and could give the service then we wouldn't be in such a state. Please pass on my thanks, and I hope I have the please in dealing with him once again.

We recently lost my father and a very lovely, helpful lady, Sharron Niven (roads transport dept) spoke to my late father on many occasions. My father, requested a disabled bay be painted. It seems you were not able to paint this straight away, and Sharron explained on all occasions what the delays were, not once did she ever complain when my father called to chase up, and I understand he was a regular caller to Ms Niven. She was alsways very cheery when speaking to him and my mother remarks how happy he was after they spoke. Sadly, my mother returned home following his sudden death to find that the disabled bay had been painted. My mother called in and again, with great respect for my father, Sharron offered her condolences and arranged for this to be removed the same day. It was nice for my mother to know Sharron had spoken to my father and Sharron even remembered his love for bournville chocolate and mentioned this to my mother, a very kind thought. I am sorry I have taken a while to contact you on my mothers behalf, but the estate is still being resolved. Sharron is a champion for local council services. Please thank her as I have contacted you on behalf of my mother, who I am afraid is still old school where computer are. Extremely greatful again Mrs A. Ramsay

Allow us to put into the brown bin fruit/vegetable peelings in 100% biodegradable 100% compostable bags. It enables us to keep the bins cleaner. When I was away on Friday 1st May my neighbour put out my bin and the operator would not take these small bags. It is clearly written all over them that they are 100% biodegrable /compostable. I am an avid recyler and was putting these peelings into the compost bin which I received from the council for free until I saw a rat retreating from the bin one evening!

Friendly polite, attentive and the speed of the request was 1st class! (This applies to all staff as I entered the front door).

They are always helpful and have a kind smile all the time. Always help to sort any problems that you have with anything.

The girl on reception was very helpful and dealt with my problems quickly and effectively.

Her attitude of caring, nothing is too much bother for her and she has a wonderful capacity for dealing with every situation with a smile. She also makes/gives you the impression that you are individual and important.

This lady is always very helpful when choosing books or giving information. Always very polite and cheerful. Very kind and patient with children and also the elderly. Very much a "people person" which is something to be valued in this day and age.

Anne is always helpful and a good leader with a sense of humour. I always feel people must be nice if they have a first rate team and the ladies and Stephen are a first rate team. I have never had an abrupt answer from any of them. Even when I went in with the flimsiest book title, Stephen remembered my first name and one of the girls remembered my second name. They phoned me and said they had a similar title - it was the book! I have never had such service.

Always nice and friendly and they always let me have a good time chatting if I am bored!

I would like to nominate Eileen Cossar for a WOW award. Eileen has been so helpful to the Portobello Floral Art Club of whom I am the chairman that I feel she more than ably demonstrates the philosophy of going the extra mile. Even when we change our minds about times and dates she is totally unfazed and greets the request with a willingness to help at all times. In addition a word about the Hallkeep Malcolm He truly is a gentlemen who helps us out each Wednesday of the Club night undertaking his many duties and demands of a group of feisty women with wit and humour and a willingness to go the extra mile. Your staff do you great credit and they deserve an award.