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Complaints performance

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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:

  1. 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.