Reduction in complaints about Council services

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Published: Tuesday, 11th February 2020

The number of complaints made about our services fell to 896 in 2018/19, down from 927 the previous year.

The annual complaints report, which was presented to the Executive Committee today (Tuesday) also shows that fewer complaints were considered ‘valid’ and a higher proportion were closed at the earliest stage.

The covering report and Complaints Annual Performance Report can be found on our website.

Tracey Logan, Chief Executive

“Whenever we hear that any of our services have fallen below the standards expected by our customers and communities it is something we take very seriously.

“Whilst not every complaint is upheld, all feedback we receive is important and helps us to identify where we may be able to do things better. We would particularly encourage complainants to make sure they respond to our follow up survey after complaints are closed as this helps us to ensure that the complaints process itself is working well.

“Of course, it is also important to highlight that the Council continues to receive many compliments which are equally important to how we operate services and to our staff.”