Winter weather contributes to increase in both complaints and compliments about our services

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Published: Thursday, 30th August 2018

Less than 0.5 per cent of all our customer interactions in 2017/18 were complaints

The Complaints Annual Performance Report will be presented to councillors on 4 September 2018.

Number of service complaints

While the number of complaints received, 927, was an increase on the previous year, this is largely attributed to:

  • the winter weather
  • public toilet charging
  • the inclusion of social work complaint figures for the first time

Despite the increase, the rate remains below that of similar local authorities and well below the overall Scottish local authority average.

Tracey Logan, Chief Executive

“When we hear our services have fallen below the standards expected by our customers it is disappointing to know that we may have let down the people who matter most - our customers and communities.

“However, it is this valuable feedback that enables us to continuously review and identify where we can do things better, and we continue to ask people to play their part and provide feedback on our services, where things may have gone wrong and when exceptional services have been delivered.

“Whilst the severe winter weather contributed towards the increase in the number of complaints received last year, the efforts of our staff to support communities during this challenging time also resulted in a significant number of compliments.