Quarterly Complaints Information

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 1

Indicator

Vol

% In Timescale

Stage 1 Complaints in Timescale

437     

85.6%

Stage 2 Complaints in Timescale

89

71%

Overall Complaints in Timescale

526

83.1%

 

Improvement actions this quarter included:

1.  A complaint concerning perceived lack of action with bullying claims identified a learning opportunity of increased supervision of pupils, particularly during specified activities and communication between a head teacher and parents to be improved.

2.  Following a complaint concerning a pupil being injured the school’s policy changed to allow parents and guardians to be informed and decide upon the best course of action (remain at school or seek medical attention). 

 

QUARTER 2

Indicator

Vol

% In Timescale

Stage 1 Complaints in Timescale

476     

84.2%

Stage 2 Complaints in Timescale

109  

72.4%

Overall Complaints in Timescale

585   

82.1%

 

Improvement actions this quarter included:

1.  Communication revised so that customers requesting an uplift of bulky refuge are aware that the items may be broken down kerbside so that they can fit in the lorry.

2.  Following a complaint about unkempt areas the weeding schedule was revised so that the problem area was addressed before becoming an issue.

 

QUARTER 3

Indicator

Vol

% In Timescale

Stage 1 Complaints in Timescale

408     

85.8%

Stage 2 Complaints in Timescale

95

73.7%

Overall Complaints in Timescale

503

83.5%

 

Improvement actions this quarter included:

1.  Administration of NEC cards revised and improved following a complaint that a customer had received letters not intended for them causing confusion.

2.  Following a complaint about failure to collect bins in a particular area consideration is being given to providing customers with large communal bins in replacement for the current arrangements for the landfill type.

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