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.
2025-26 complaints performance
| Q1 2025-26 | Outwith timescale | Within timescale | Grand total | Percentage in timescale | Average working days |
|---|---|---|---|---|---|
| Overall | 199 | 615 | 814 | 75.6% | 8 |
| Stage 1 | 134 | 484 | 618 | 78.3% | 4.3 |
| Stage 2 | 65 | 131 | 196 | 66.8% | 19.8 |
| Q2 2025-26 | Outwith timescale | Within timescale | Grand total | Percentage in timescale | Average working days |
|---|---|---|---|---|---|
| Overall | 189 | 911 | 1110 | 82.8% | 6.3 |
| Stage 1 | 128 | 776 | 904 | 85.8% | 3.7 |
| Stage 2 | 61 | 135 | 196 | 68.9% | 18 |
| Q3 2025-26 | Outwith timescale | Within timescale | Grand total | Percentage in timescale | Average working days |
|---|---|---|---|---|---|
| Overall | 177 | 558 | 735 | 75.9% | 7.7 |
| Stage 1 | 117 | 444 | 561 | 79.1% | 4.3 |
| Stage 2 | 60 | 114 | 174 | 65.5% | 18.7 |
| Q4 2025-26 | Outwith timescale | Within timescale | Grand total | Percentage in timescale | Average working days |
|---|---|---|---|---|---|
| Overall | 188 | 610 | 798 | 76.4% | 7.7 |
| Stage 1 | 126 | 502 | 628 | 79.9% | 4.2 |
| Stage 2 | 62 | 108 | 170 | 63.5% | 20.5 |
2024-25 complaints performance
| Q1 2024-25 | Outwith timescale | Within timescale | Grand total | Percentage in timescale | Average working days |
|---|---|---|---|---|---|
| Overall | 206 | 754 | 960 | 78.5% | 6.2 |
| Stage 1 | 162 | 648 | 810 | 80% | 4.1 |
| Stage 2 | 44 | 106 | 150 | 70.7% | 17.8 |
| Q2 2024-25 | Outwith timescale | Within timescale | Grand total | Percentage in timescale | Average working days |
|---|---|---|---|---|---|
| Overall | 179 | 733 | 912 | 80.4% | 7 |
| Stage 1 | 139 | 564 | 703 | 80.2% | 4.1 |
| Stage 2 | 40 | 169 | 209 | 80.9% | 16.6 |
| Q3 2024-25 | Outwith timescale | Within timescale | Grand total | Percentage in timescale | Average working days |
|---|---|---|---|---|---|
| Overall | 125 | 525 | 650 | 80.8% | 6.8 |
| Stage 1 | 81 | 446 | 527 | 84.6% | 3.7 |
| Stage 2 | 44 | 79 | 123 | 64.2% | 20.1 |
| Q4 2024-25 | Outwith timescale | Within timescale | Grand total | Percentage in timescale | Average working days |
|---|---|---|---|---|---|
| Overall | 217 | 672 | 889 | 75.6% | 7.8 |
| Stage 1 | 157 | 579 | 736 | 78.7% | 4.5 |
| Stage 2 | 60 | 93 | 153 | 60.8% | 23.7 |
