SPSO - Complaints Performance Indicators 15/16


 

INDICATOR 1a - complaints received between 1st April and 31st March in any financial year:

1 (i)  total number of complaints received in the year

3366

 

1 (ii)  population (source – National Records of Scotland) - (mid-year population estimates)

367,260

 

1a  the total number of complaints received per 1,000 population

 

9.2

 

INDICATOR 1b - complaints closed between 1st April and 31st March in any financial year:

All counts for Indicators from 1b through to 6 are based on "case closed" (i.e. responded to) to ensure complaints are counted at the point they end.

1 (iii)  total number of complaints closed in the year

2682

 

1 (iv)  population (source – National Records of Scotland) - (mid-year population estimates)

367,260

 

1b  the total number of complaints closed per 1,000 population

 

7.3

 

INDICATOR 2

2 (i)  number of complaints - closed at stage 1

2005

 

2a  the number of complaints closed at stage 1 as % all complaints closed

 

74.8%

2 (ii)  number of complaints - closed at stage 2

677

 

2b  the number of complaints closed at stage 2 as % all complaints closed

 

25.2%

2 (iii)  number of complaints - closed after escalation

175

 

2c  the number of complaints closed after escalation as % all complaints closed

 

6.5%

 

INDICATOR 3 - stage 1

3 (i)  number of complaints - upheld at stage 1

635

 

stage 1  number of complaints - closed at stage 1 (frontline resolution)

2,005

 

3a  the number of complaints upheld at stage 1 as % of all complaints closed in full at stage 1

 

31.7%

3 (ii)  number of complaints - not upheld at stage 1

904

 

stage 1  number of complaints - closed at stage 1 (frontline resolution)

2,005

 

3b  the number of complaints not upheld at stage 1 as % of all complaints closed in full at stage 1

 

45.1%

3 (iii)  number of complaints - partially upheld at stage 1

466

 

stage 1  number of complaints - closed at stage 1 (frontline resolution)

2,005

 

3c  the number of complaints partially upheld at stage 1 as % of all complaints closed in full at stage 1

 

23.2%

 

INDICATOR 3 - stage 2

3 (iv)  number of complaints - upheld at stage 2

122

 

Stage 2  number of complaints - closed at stage 2 (investigation)

677

 

3a  the number of complaints upheld at stage 2 as % of all complaints closed in full at stage 2

 

18.0%

3 (v) number of complaints - not upheld at stage 2

418

 

Stage 2  number of complaints - closed at stage 2 (investigation)

677

 

3b  the number of complaints not upheld at stage 2 as % of all complaints closed in full at stage 2

 

61.7%

3 (vi)  number of complaints - partially upheld at stage 2

137

 

Stage 2  number of complaints - closed at stage 2 (investigation)

677

 

3c  the number of complaints partially upheld at stage 2 as % of all complaints closed in full at stage 2

 

20.2%

 

INDICATOR 3 – escalated

3 (vii)  number of complaints - upheld after escalation

30

 

Escalated  number of complaints - closed after escalation

175

 

3a  the number of escalated complaints upheld at stage 2 as % of all escalated complaints closed in full at stage 2

 

17.1%

3 (viii)  number of complaints - not upheld after escalation

85

 

Escalated  number of complaints - closed after escalation

175

 

3b  the number of escalated complaints not upheld at stage 2 as % of all escalated complaints closed in full at stage 2

 

48.6%

3 (ix)  number of complaints - partially upheld after escalation

60

 

Escalated  number of complaints - closed after escalation

175

 

3c  the number of escalated complaints partially upheld at stage 2 as % of all escalated complaints closed in full at stage 2

 

34.3%

 

INDICATOR 4 - stage 1

4 (i)  sum of the total number of working days taken for all complaints closed at stage 1

8,621

 

Stage 1  number of complaints - closed at stage 1 (frontline resolution)

2005

 

4b  the average time in working days for a full response to complaints at stage 1

 

4.3

 

INDICATOR 4 - stage 2

 

 

4 (ii)  sum of the total number of working days taken for all complaints closed at stage 2

11,983

 

Stage 2  number of complaints - closed at stage 2 (investigation)

677

 

4b  the average time in working days for a full response to complaints at stage 2

 

17.7

 

INDICATOR 4 – escalated

4 (iii)  sum of the total number of working days taken for all complaints closed after escalation

3,393

 

Escalated  number of complaints - closed after escalation

175

 

4c  the average time in working days for a full respond to complaints after escalation

 

19.4%

 

INDICATOR 5 - stage 1

5 (i)  number of complaints - closed at stage 1 within 5 working days

1762

 

Stage 1  number of complaints - closed at stage 1 (frontline resolution)

2,005

 

5a  the number of complaints closed at stage 1 within 5 working days as % of total number of stage 1 complaints

Note field only - total number and % of complaints closed at stage 1 within agreed timescales (i.e. within 5 working days) and also within 10 working days where extension has been authorised.

 

87.9%

 

INDICATOR 5 - stage 2

5 (ii)  number of complaints - closed at stage 2 within 20 working days

536

 

Stage 2  number of complaints - closed at stage 2 (investigation)

677

 

5b  the number of complaints closed at stage 2 within 20 working days as % of total number of stage 2 complaints

 

79.2%

 

INDICATOR 5 – escalated

5 (iii)  number of complaints - closed after escalation within 20 working days

139 

 

Escalated  number of complaints - closed after escalation

175

 

5c  the number of complaints closed after escalation within 20 working days as % of total number of escalated complaints

Note field only - total number and % of complaints closed after escalated within agreed timescales (i.e. within 20 working days) and within the agreed timescale where extension has been authorised.

 

79.4%

 

INDICATOR 6 - stage 1

6 (i)  number of complaints - closed at stage 1 where extension was authorised

42

 

Stage 1  total number of complaints - closed at stage 1

2005

 

6a  number of complaints closed at stage 1 where extension was authorised as % of all complaints at stage 1

 

2.1%

 

INDICATOR 6 - stage 2

6 (ii)  number of complaints - closed at stage 2 where extension was authorised

58

 

Stage 2  total number of complaints - closed at stage 2

677

 

6b  number of complaints closed at stage 2 where extension was authorised as % of all complaints at stage 2

 

8.6%

 

INDICATOR 6 – escalated

 

 

6 (ii)  number of complaints - closed after escalated where extension was authorised

25

 

Stage 2  total number of complaints - closed after escalated

175

 

6b  number of complaints closed after escalated where extension was authorised as % of all complaints escalated

 

14.3%

 

Feedback
 

A consultation was carried out between 18 April and 13 May.  The purpose of the consultation was to gather views from people who had made a complaint in the past year regarding how that complaint was handled. The feedback from those surveyed general provides that we still need to improve our responsiveness and updating customers on progress.  Generally customers were more satisfied with the polite and friendly approach of staff. Similar consultation exercises over the past 3 years have generated similar results.

The following key points emerge when comparing each survey.

·         The pattern of highest to lowest levels of satisfaction elements remains fairly consistent.

·         Friendliness and politeness of staff continue to have the highest ratings, whilst the “final outcome” and “being given accurate information” had the lowest rating.  This is a change over previous years where “being kept up to date with progress” and the “quality of information provided” had the lowest ratings.

·         This year sees a fall in satisfaction from last year across all areas with the exception of “being kept up to date with progress” which has increased significantly over the last 2 reports.

·         Customers were notably dissatisfied with the “final outcome”, “being given accurate information”, “overall service received” and “the way your problem was handled”.  The average decrease in satisfaction with these questions against the 2014/15 result was 2.3%.

Learning & Improvement
 

Some examples of learning and improvement from this year included:

•             Council tax automated telephone setup was amended following a complaint about the inability to select a particular option that had been referred to in a letter. 

•             Following a complaint to Transportation about poor communication about pending works, such as dates and affected areas, the Service has reviewed the content of standard letters issued to affected residents in advance of roadworks.

•             A school reviewed the process of recording actions within Integrated Service Plans (ISP) following a complaint about a pupil’s learning programme being out dated; the reviewed process includes the need to ensure that both parent and child sign the updated ISP before return.

•             Following a complaint about a planning application the guidance provided to case officers was reviewed. Guidance now clarifies the need to process non-material variation submissions timeously (avoiding protracted negotiations) and to update electronic files.

•             Following a complaint about Council Tax chasing a debt too early, processes have been changed so that suspense accounts will be cleared before debt chasing messages are given to customers. 

•             Following a complaint about floral tributes being removed from graves Bereavement Services revised information provided to funeral directors to make sure families know that wreathes will be lifted by the Council after 3 weeks to prevent degradation of grass.

•             Following an incident of a parent / guardian inappropriately entering a bus the process is being reviewed in Education so that staff involved in supervision of school transport understand how best to manage adults attempting to enter school buses.

•             Improved note taking and communication introduced between departments following a persistent complaint where only part of the issue was ever identified and solved.

•             There was a revision to the process by which pupils are accounted for following a misreported child missing from a school bus (child was on bus, the driver had initially been mistaken)

•             Where complaints were about the actions of employees (behaviour, poor driving, wrong information provided, process / procedure not followed etc.) the complaint has been addressed directly with employees so they are aware of the impact on their customers.

 

 

To view Fife’s response to the Consultation on the Draft Order to revise the procedures for complaints about Social Work - click here.


Complaints reports are scrutinised by each local Area Committee - please see the links below:

  1. Dunfermline
  2. Cowdenbeath
  3. Glenrothes
  4. Kirkcaldy
  5. Levenmouth
  6. North East Fife
  7. South West Fife

The Standards & Audit Committee also scrutinise the annual report.  See the link below:


 

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