Our Annual Complaints Report details the volume of complaints received, the subsequent remedies, the method by which complaints are made as well as any lessons learnt as a result of complaints investigated.
The below report contains this information for both 2020-2021 and 2021-2022.
Summary of Report
| Complaint Volumes 2020-2021 | |
|---|---|
| Stage 1 | 364 |
| Stage 2 | 54 |
| Complaint Volumes 2021-2022 | |
|---|---|
| Stage 1 | 507 |
| Stage 2 | 52 |
During 2021-2022 we received an unusually high volume of complaints regarding the Waste Service due to problems arising as a result of changes to our routes. We received a total of 266 complaints for the Waste Service throughout the year in comparison to an average annual volume of 107 Waste Service complaints.
The below report contains this information for both 2020-2021 and 2021-2022.
| Service Area | 2020/2021 | 2021/2022 | 2021/2022 Remedy |
|---|---|---|---|
| Benefits | 8 Stage 1 | 1 Stage 1 | Not upheld |
| 1 Stage 2 | 3 Stage 2 | 3 not upheld | |
| Building Control | Nil | 1 Stage 1 | Resolved |
| Nil | 1 Stage 2 | Partially upheld | |
| Case Management | Nil | 1 Stage 1 | Resolved |
| Community Safety | 5 Stage 1 | 1 Stage 1 | Not upheld |
| Compliance & Governance | 1 Stage 1 | 1 Stage 1 | Upheld |
| Corporate Debt | 3 Stage 1 | 7 Stage 1 | 3 not upheld, 4 resolved |
| Customer Services | 9 Stage 1 | 8 Stage 1 | 2 not upheld 6 Resolved |
| 1 Stage 2 | Partially upheld | ||
| Environmental Health | 29 Stage 1 | 15 Stage 1 | 3 not upheld 1 partially upheld 11 Resolved |
| 4 Stage 2 | Nil | ||
| 1 Ombudsman | Nil | ||
| Grounds Maintenance | 17 Stage 1 | 23 Stage 1 | 17 resolved 6 not upheld |
| 1 Ombudsman | Nil | 2 not upheld 1 LGO upheld |
|
| Housing Services | 32 Stage 1 | 63 Stage 1 | 36 not upheld 10 partially upheld 17 resolved |
| 1 Stage 2
(based on information from 01.10.20 when housing service came back in house) |
14 Stage 2 | 10 not upheld 4 partially upheld |
|
| Housing Strategy & Options | 27 Stage 1 | 16 Stage 1 | 11 not upheld 1 partially upheld 4 resolved |
| 5 Stage 2 | 3 Stage 2 | 3 not upheld | |
| Hythe Pool | Nil | 1 Stage 1 | Resolved |
| 2 Stage 2 | 2 not upheld | ||
| Land & Property | 4 Stage 1 | 5 Stage 1 | 4 resolved 1 not upheld |
| Licensing | 3 Stage 1 | 3 Stage 1 | 3 not upheld |
| 1 Stage 2 | 2 Stage 2 | 2 not upheld | |
| Lifeline | Nil | 4 Stage 1 |
2 not upheld |
| 1 Stage 2 | 1 not upheld | ||
| Parking | 48 Stage 1 | 49 Stage 1 | 27 not upheld 3 partially upheld |
| 7 Stage 2 | 2 Stage 2 | 1 upheld 1 partially upheld |
|
| Planning | 55 Stage 1 | 26 Stage 1 | 6 resolved, 12 not upheld 5 partially upheld 5 upheld |
| 10 Stage 2 | 7 Stage 2 | 2 upheld 4 partially upheld 1 upheld |
|
| 2 LGO | Not upheld | ||
| Revenues | 16 Stage 1 | 16 Stage 1 | 9 not upheld 1 partially upheld 6 resolved |
| 4 Stage 2 | 2 Stage 2 | 1 upheld 1 resolved |
|
| Waste Services | 107 Stage 1 | 266 Stage 1 | 140 upheld 15 not upheld 3 partially upheld 108 resolved |
| 21 Stage 2 | 14 Stage 2 |
10 upheld |
|
| 1 Ombudsman | 1 Ombudsman | Upheld |
Contact methods 2020-2021:
- Email/online: 96%
- Letter: 3%
- Telephone: 1%
Learning from complaints:
Our complaint investigations have enabled us to identify ways in which we can improve the service we deliver. Below are outlined the lessons we have learnt during the last year and the steps we have taken to improve our processes.
- Complaints regarding any uncollected waste are now dealt with more efficiently with Complaints Officers having immediate access to the Waste Services System to view information and create and monitor jobs
- Our website content has been changed based on feedback from residents
- Webpages are being reviewed to enable customers to report anonymously to us
- New functionality has enabled customers to leave a message when the webchat lines are busy so that they can be called back
- Outgoing letter and email templates have been changed to provide clearer information to residents
Third party complaints performance 2021-2022:
- CDER Enforcement Agents - no complaints received
- Jacobs Enforcement Agents - 4 complaints, not upheld
- Marstons Enforcement Agents - 8 complaints, not upheld
- Mears Group PLC - 105 complaints, 55 upheld