Saving...
Complaint details are analysed for trend information to ensure we identify service failures and take appropriate action. Regularly reporting the analysis of complaints information helps to inform management of where your services need to improve.
We publish on a quarterly basis the outcome of complaints and the actions we have taken in response.
Quarter 2 - 2019/2020
Indicator | Volume | % in timescale |
Stage 1 complaints in timescale | 410 | 85% |
Stage 2 complaints in timescale | 75 | 79% |
Overall complaints in timescale | 485 | 84% |
Improvement actions this quarter included:
- A complaint about a tenant’s outbuilding being broken into and items removed by the Council has seen a revision to the process that follows a tenancy sign up. This will ensure that pending works (such as rubbish removal, clearance activity etc.) are challenged prior to completion as they may refer to outstanding older works orders. A check of works would have identified that a clearance wasn’t required as the new tenants were keen to complete this activity for themselves.