Summary of report
| Complaint Volumes 2021-2022 | |
|---|---|
| Stage 1 | 518 |
| Stage 2 | 52 |
| Ombudsman | 8 |
| Complaint Volumes 2022-2023 | |
|---|---|
| Stage 1 | 270 |
| Stage 2 | 50 |
| Ombudsman | 10 |
Reduction of 47% in Stage 1 complaints
It is to be noted here that a significant factor in such a sizeable reduction is due to the fact that the Waste Service problems arising from the changes to routes was resolved. These complaints largely contributed to the higher volume of complaints from 2021-2022.
Despite the anomaly of these issues, there remains a considerable reduction in the volume of complaints received. 2020-2021 (a comparatively ‘normal’ year in terms of complaints) saw 364 Stage 1 and 54 Stage 2 complaints received meaning that Stage 1 complaints reduced by 25% in 2022-2023.
| Service Area | Stage | 2021/2022 | 2022/2023 | 2022/2023 Remedy |
|---|---|---|---|---|
| Benefits | Stage 1 | 1 | 7 | 5 not upheld 1 partially upheld 1 compensation |
| Stage 2 | 3 | 2 | 2 not upheld | |
| Building Control | Stage 1 | 1 | 2 | 1 resolved 1 referred to agency |
| Stage 2 | 1 | 0 | ||
| Case Management (Place) | Stage 1 | 1 | 0 | N/A |
| Community Safety | Stage 1 | 1 | 1 | Not upheld |
| Compliance & Governance | Stage 1 | 1 | 1 | Not upheld |
| Stage 2 | 0 | 1 | Not upheld | |
| Ombudsman | 0 | 1 | Did not investigate | |
| Corporate Debt | Stage 1 | 7 | 4 | 2 not upheld 1 upheld 1 lesson learnt |
| Customer Services | Stage 1 | 8 | 5 | 3 upheld 2 lesson learnt |
| Economic Development | Stage 1 | 0 | 1 | Not upheld |
| Elections | Stage 1 | 0 | 1 | Not upheld |
| Stage 2 | 0 | 1 | Not upheld | |
| Environmental Health | Stage 1 | 15 | 5 | 2 not upheld 1 lesson learnt 2 no further action |
| Stage 2 | 0 | 1 | Not upheld | |
| Grounds Maintenance | Stage 1 | 23 | 6 | 2 resolved 3 not upheld 1 partially upheld |
| Highways | Stage 1 | 0 | 2 | 1 upheld 1 not upheld |
| Housing Services | Stage 1 | 63 | 56 | 6 resolved, 41 not upheld 8 partially upheld 1 no further action |
| Stage 2 | 14 | 16 | 12 not upheld 3 partially upheld 1 upheld |
|
| Ombudsman | 0 | 5 | 4 no further action 1 upheld |
|
| Housing Strategy & Options | Stage 1 | 16 | 27 | 23 not upheld 2 upheld 2 resolved |
| Stage 2 | 3 | 9 | 4 resolved 5 not upheld |
|
| Ombudsman | 0 | 2 | 1 not upheld 1 still under investigation |
|
| Human Resources | Stage 1 | 0 | 1 | Not upheld |
| Stage 2 | 0 | 1 | Not upheld | |
| Hythe Pool | Stage 1 | 2 | 2 | Not upheld |
| Stage 2 | 2 | 2 | Not upheld | |
| Land & Property | Stage 1 | 5 | 2 | 2 lesson learnt |
| Legal Services | Stage 1 | 0 | 1 | Not upheld |
| Licensing | Stage 1 | 3 | 1 | Not upheld |
| Stage 2 | 2 | |||
| Lifeline | Stage 1 | 4 | 1 | Upheld |
| Stage 2 | 1 | 0 | ||
| Parking | Stage 1 | 49 | 23 | 4 resolved, 15 not upheld 1 resolved 3 lesson learnt |
| Stage 2 | 2 | 4 | 3 not upheld 1 lesson learnt |
|
| Ombudsman | 0 | 1 | Not upheld | |
| Planning | Stage 1 | 36 | 43 | 11 upheld 26 not upheld 1 lesson learnt 1 resolved 3 partially upheld 1 still being investigated |
| Stage 2 | 10 | 10 | 7 not upheld 1 no further action 1 partially upheld 1 lesson learnt |
|
| Princess Parade | Stage 1 | 0 | 1 | Not upheld |
| Stage 2 | 0 | 1 | Not upheld | |
| Private Sector Housing | Stage 1 | 0 | 1 | Not upheld |
| Revenues | Stage 1 | 16 | 7 | 4 not upheld 1 partially upheld 1 upheld 1 lesson learnt |
| Stage 2 | 2 | 1 | Not upheld | |
| Waste Services | Stage 1 | 266 | 69 | 24 resolved 17 not upheld 21 upheld 6 partially upheld 1 lesson learnt |
| Stage 2 | 14 | 1 | Not upheld | |
| Ombudsman | 1 | 1 | Resolved, bin provided |
Contact methods 2022-2023
Email/Online 92%
Letter 5%
Telephone 2%
Internal 1%
Third party complaints performance 2022-2023
CDER Enforcement Agents – No complaints
Newlyns Enforcement Agents – No complaints
Marston Enforcement Agents – 1 complaint. Not upheld
Mears Group PLC – 59 complaints records. 43 upheld