Customer feedback performance detailed in annual report

Cabinet members have received and acknowledged the 2019-20 Annual Customer Feedback report. The document provides an overview and analysis of customer feedback received and any learning which has been identified in line with the council's complaints procedures.

The council is pleased to have received 369 customer compliments for the period 2019-20 with the Environment and Transport business unit receiving the most.

The total number of complaints fell by 58 to 275 in 2019-20 compared to 333 for 2018-19. The Local Government and Social Care Ombudsman received 41 complaints, an increase of eight from the previous year. 24 of these cases required a formal investigation, and improvements to service delivery were recommended in six cases. While the number of complaints upheld has increased to 57 per cent, the council remains below the average of 67 per cent in similar local authorities. 

The ombudsman found that the council had resolved 25 per cent of cases to a satisfactory standard before the complaint reached the ombudsman - compared to similar authorities at 11 per cent. They also reported that they were one hundred per cent satisfied that the council had successfully implemented their recommendations.

Councillor Alan Gardiner, Cabinet Spokesperson for Core Services, said: "We pride ourselves on delivering an excellent service to our residents and we are always looking for ways in which we can improve what we do for them. Listening to them and taking on board their feedback is a crucial element of making our services better. We will use this report to inform further development and service improvements.

“We want our residents to know that they can come to us with a complaint and we will try to reach a fair and swift resolution to make sure we do not repeat any mistakes in the future. Any resident wishing to give a compliment or make a complaint can do so by visiting"

Read the full report here.

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