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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 3 - 2019/2020

Indicator

Volume

% in timescale

Stage 1 complaints in timescale

315

88%

Stage 2 complaints in timescale

53

75%

Overall complaints in timescale

368

86%

Improvement actions this quarter included:

  1. A complaint concerning a pupil rezoned from a Dunfermline to an Inverkeithing school with concerns raised about the distance and difficulty the pupil would encounter of a morning on the busy route to use school transport had the bus route amended so that it now comes nearer the address of the complainant.
  2. Communication procedures and better record keeping were introduced into a local school following a complaint from a parent that they had not been adequately informed about events that affected their child.

Quarter 4 - 2019/2020

Indicator

Volume

% in timescale

Stage 1 complaints in timescale

558

86%

Stage 2 complaints in timescale

92

90%

Overall complaints in timescale

650

87%

Improvement actions this quarter included:

  1. A complaint concerning continual delays and rescheduling of repairs to solar panels with the tenant left to expedite the contractor through email saw the Council change the manner they will progress outstanding work with this contractor.
  2. The Housing applications process was considered and revised with additional quality assurance measures added following a complaint that an application from a homeless person was delayed based upon unclear content recorded onto the application form. Potential application form issues will be more readily identified following this change.

Quarter 1 - 2020/2021

Indicator

Volume

% in timescale

Stage 1 complaints in timescale

463

89%

Stage 2 complaints in timescale

72

75%

Overall complaints in timescale

535

87%

Improvement actions this quarter included:

A complaint concerning the location of goal posts in a local play park will be moved accordingly to avoid ball strikes to a nearby building’s window. More reasonable consideration of such an issue to be incorporated into the planning of parks in future.

Quarter 2 - 2020/2021

Indicator

Volume

% in timescale

Stage 1 complaints in timescale

746

90%

Stage 2 complaints in timescale

113

82%

Overall complaints in timescale

859

89%

Improvement actions this quarter included:

The discharging procedure for glass collection vehicles was changed following complaints about glass fragments left on a road and liable to cause punctures. Glass collection vehicles are now steam cleaned to remove traces of glass shards that were falling into the road.