Some of the awards announced today for companies and organisations across the country throw into doubt the value of the Government's Charter Mark scheme.

This was set up to recognise and encourage excellence in customer service, and undoubtedly it has done that for a large number of organisations which put customer care at the forefront of their agenda. However, the awards to Doncaster Prison and - to a much lesser degree - to Yorkshire Water are certain to raise eyebrows.

It is astonishing that Doncaster Prison, where ten prisoners have hanged themselves since it was opened in 1994, should have received an award at this time when there is so much controversy surrounding the deaths.

Clearly there must be aspects of the way the prison performs which are of a very high standard and probably worthy of recognition, but the overall impression is of a flawed institution. Is it right that it should receive an award on the strength of only part of the picture?

Yorkshire Water, meanwhile, has made enormous efforts to improve its customer service as well as its profile and reputation. However, it remains dogged by the shadow of the droughts of 1995-96 when it threatened its customers with standpipes as reservoir levels dwindled alarmingly and burst mains went unrepaired.

Despite the big strides it has made since then, that image is bound to linger on for years to come - or, at least, until the public can see how it handles the next crisis and can decide for themselves whether it is worthy of the Charter Mark it has been given today.

Converted for the new archive on 30 June 2000. Some images and formatting may have been lost in the conversion.