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SPSO - Complaints Performance Indicators 14/15


 

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

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

4034

 

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

366,910

 

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

 

11.0

 

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

2872

 

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

366,910

 

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

 

7.8

 

INDICATOR 2

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

2168

 

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

 

75.5%

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

704

 

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

 

24.5%

2 (iii)  number of complaints - closed after escalation

193

 

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

 

6.7%

 

INDICATOR 3 - stage 1

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

742

 

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

2,168

 

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

 

34.2%

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

969

 

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

2,168

 

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

 

44.7%

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

457

 

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

2,168

 

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

 

21.1%

 

INDICATOR 3 - stage 2

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

135

 

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

704

 

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

 

19.2%

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

430

 

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

704

 

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

 

61.1%

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

139

 

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

704

 

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

 

19.7%

 

INDICATOR 3 – escalated

3 (vii)  number of complaints - upheld after escalation

44

 

Escalated  number of complaints - closed after escalation

193

 

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

 

22.8%

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

111

 

Escalated  number of complaints - closed after escalation

193

 

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

 

57.5%

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

38

 

Escalated  number of complaints - closed after escalation

193

 

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

 

19.7%

 

INDICATOR 4 - stage 1

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

10,730

 

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

2168

 

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

 

4.9

 

INDICATOR 4 - stage 2

 

 

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

13,525 

 

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

704

 

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

 

19.2

 

INDICATOR 4 – escalated

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

3,573

 

Escalated  number of complaints - closed after escalation

193

 

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

 

18.5%

 

INDICATOR 5 - stage 1

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

1715

 

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

2,168

 

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.

 

79.1%

 

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)

704

 

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

 

76.1%

 

INDICATOR 5 – escalated

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

158 

 

Escalated  number of complaints - closed after escalation

193

 

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.

 

81.9%

 

INDICATOR 6 - stage 1

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

71 

 

Stage 1  total number of complaints - closed at stage 1

2168

 

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

 

3.3%

 

INDICATOR 6 - stage 2

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

47

 

Stage 2  total number of complaints - closed at stage 2

704

 

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

 

6.7%

 

INDICATOR 6 – escalated

 

 

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

19

 

Stage 2  total number of complaints - closed after escalated

193

 

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

 

9.8%

 

Feedback

A consultation was carried out between 8th May and 30th June 2015. The purpose of the consultation was to gather views from people that had made a complaint to the council in the past year regarding how the complaint was handled. The overwhelming feedback from those surveyed was that we still need to improve upon responsiveness and updating customers on progress. Generally customers were more satisfied with the polite and friendly approach of staff.

Notable results included that: 

  • The pattern of highest to lowest levels of satisfaction elements remains fairly constant from last years’ survey.
  • Friendliness and politeness of staff continue to have the highest ratings, whilst being kept up to date with progress and quality of information still having the lowest ratings.
  • Satisfaction has increased across all question areas by an average of 7% in the last year.
  • Satisfaction has improved the most for staff friendliness and politeness, and the time taken to speak to someone about an enquiry.
  • Satisfaction in being given information that was easy to understand, and staff taking responsibility for someone’s enquiry has improved the least.

Learning & Improvement

Some examples of learning and improvement from this year included: 

  • More information to be included online (fifedirect) regarding the process behind the repair of reported pot holes and a revision to the reporting form.
  • Detailed review undertaken of the rechargeable repairs policy to take into account fair wear and tear and how to better communicate expectations (standard of the home) when a tenancy is terminated.
  • Following a complaint concerning a lack of communication from a school after a pupil had a head injury there were process changes to the handling of this type of injury and around communication to parents following any incidents.
  • Following a complaint about an elderly person unable to hear assistance from the community alarm, emergency mobile carers were given a process change where staff will check that the alarm system is programmed to the loudest setting.
  • Following a complaint concerning a consultation survey not appearing correctly on a mobile device consultations will be tested on a range of mobile devices before live and where necessary consultation surveys re-formatted to suit.
  • The Mutual Owners team are currently producing better guidance for owners regarding mutual repairs following delays and confusion for a customer requiring the security door entry repaired.
  • The Finance (Benefits / Council Tax) telephone self-service messaging was improved with more customer focussed scripts to assist customers to select the most appropriate options.
  • Catering have revised days of week, routes taken and times for cleaning to avoid disruption to local residents after complaints received about passengers having to wait outside bus stops during cleaning.
  • The process for foster carer payment has now been changed with simplified invoicing after a complaint that a carer had received correct payment for only 4 of 13 children they had supported.
  • 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.
SPSO Findings

Announcement:  The Ombudsman has issued a report relating to Fife Council available from here. Section 15(4) of the Scottish Public Services Ombudsman Act 2002 requires that Fife Council makes arrangements for members of the public to inspect or obtain copies of the report. Should you wish to inspect or obtain a copy please use the contact as listed from the bottom of this page.

 

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:


You can also view the Ombudsman's latest report relating to planning matters here.
 

David Thomson, Customer Experience Lead Officer / SPSO Liaison Officer 
Tel: 03451 55 55 55 + Ext 44 44 49 Fax: 01592 583527 Contact David Thomson online
By Post: Fife House North Street Glenrothes Fife KY7 5LT

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